Help Desk Coaching Tab with New Metrics

What is it?

A new Coaching Tab in the Help Desk, built for support team leaders and reps alike. Support leaders can seamlessly coach their teams in a permissioned environment. Support reps will be able to use this new space to access their own performance metrics.

The Coaching Tab will enable deeper service analytics capabilities through the new metrics "One-touch tickets" and "SLA adherence".

Users will also be able to review Customer Agent performance by selecting the name of your Customer Agent in the ticket owner filter.

The Help Desk Coaching Tab will enable leaders and reps alike to dig deeper into rep-centric performance data and collaboratively bring a high quality customer experience.

Why does it matter?

In today's fast-paced business environment, effective management and coaching of support teams are paramount for delivering exceptional customer service and maintaining high levels of employee engagement.

Leaders of support teams want to enable their reps to use data to deliver exceptional customer experience. Leaders require a permissioned space where they can holistically evaluate and compare support rep's performance across their teams.

Coaching for managers of support organizations is crucial as it directly contributes to the overall effectiveness and success of the team. Effective coaching equips managers with the ability to lead their teams through these challenges, offering guidance on best practices and strategies for improvement.

This Coaching Tab enables leaders to:

• Equip reps with actionable insights
• Coach effectively using rep-centric performance data
• Improve employee engagement and customer experience

It enables a coaching culture where managers and reps can collaborate to raise service quality.

How does it work?

Access

In the Service Hub Help Desk, access your new Coaching Tab on the left hand sidebar.

Sections

There are a total of 6 sections on the Help Desk Coaching Tab:

• First response SLA analysis
• Tickets closed SLA analysis
• Tickets closed analysis
• One-touch tickets analysis
• CSAT analysis
• CES analysis

For each analysis, you can access a high level coaching metric, a report to track individual progress and reports to analyze performance drivers.

Example for "First response SLA analysis":

• Key Coaching Metric
  • First Response in SLA adherence
• Track individual progress report
  • Time to first response SLA adherence by user
• Understand performance drivers reports
  • Tickets with time to first response SLA completed late
  • Average time to first response over time

Filters

Applied filters will filter the Key Coaching Metrics card and reports on the page. You can also review Customer Agent performance by selecting your Customer Agent in the ticket owner filter.

New metrics

• Time to first response SLA adherence = % of tickets with time to first response completed on time
• Time to close SLA adherence = % of tickets with time to close completed on time
• Number of 1 touch tickets = Number of tickets with just 1 message from a support rep
• Number of touches per ticket = Number of messages sent per ticket

Permissions

By default, every user only has access to their own performance data on the Coaching Tab.

Managers of the support team can choose which team members - e.g. the team leaders - have access to coaching data of all support reps by changing the Service Hub Enterprise user permission under "Coaching".

Who gets it?

Users with a Service Enterprise seat

Feedback

Feel free to also share feedback through helpdeskfeedback@hubspot.com.