Performance Metrics

Track performance across your team and agents

Suptask will help you keep a track of your team's performance by collecting metrics of different actions that are done on tickets.

This enables you to review and analyze:

• Performance for a specific Inbox

• Responsiveness of a team of Agents, or a specific Agent

• How fast your users are receiving help

... and much more with the help of the built-in Dashboards, Reports and the APIs.

Default Performance Metrics

Suptask is tracking a set of default metrics out of the box:

• Time to Resolution = Total elapsed time from creation to closure of the ticket

• Time to First Reply = The time from when a ticket was opened, until when the first reply from an Agent is sent (either from the Responder channel or from the Requester channel).

These are available on tickets and in the collected statistics, with visibility on the Dashboard and in the CSV Report.

---

Extended Performance Metrics

Extended Performance Metrics is available in the Custom plan and might come with an additional cost.

Suptask is built to track all aspects of your ticketing, helping you to understand different dimensions of the performance of ticket interactions.

These extended metrics can be enabled per Inbox in order to be tracked:

• Actual Time to Resolution: The actual resolution time that excludes selected statuses and business off-hours time. This requires Agent Business Hours to be configured.

• Number of reopens: Track the number of reopens on tickets.

• First assigned: Track when a ticket is first assigned

• Number of reassignments: Track the number of reassignments that occurs on tickets.

• SLA Breaches: Times when a ticket is breached towards the defined SLA thresholds.

---

Custom Resolution Tracking

Custom Resolution Tracking is available in the Custom plan and might come with an additional cost.

Suptask allows you to customize how your are tracking performance metrics, such as the Time to Resolution.

By defining what ticket statuses you want to include or exclude from the time, you can achieve a custom calculated performance metric that is aligned according to your needs.

Example of a custom Time to Resolution (MTTR):

• Open - Excluded

• Assigned - Included, start to calculate from when the ticket is Assigned.

• In-Progress - Included

• Escalated - Included

• Waiting for customer - Excluded, stop calculating when the ticket is waiting for the customer.

• Closed - Stop calculation.