Depending on who you talk to, customer support is either about all about humans, or it's all about the numbers. And yet, the brands that deliver consistently excellent customer experiences are also the ones that marry the people challenge with the metrics focus. For them - and us - customer support is both. You can't have one without the other.
This is why we've put deeper focus into empowering support teams to better use data (metrics!) to make smarter staffing decisions (people!). This starts by making sure our customers understand and trust the data they're getting in Assembled, which includes providing clarity on how metrics are defined relative to their ticketing platform. As one support manager told us:
"Not knowing how the data in Assembled is being calculated makes it really, really hard for me to use or count on."
We see this kind of feedback as a gift, as it helped us make our metrics more easily understandable and actionable. To give our customers the visibility they deserve, we've introduced two critical elements: CSV ticket exports and richer documentation on metrics.
Customers now have the ability to export the underlying tickets that compose most metrics in Assembled. So, if someone wants to understand the details behind a certain metric, they can click on the export icon to download a CSV file containing each ticket's platform-specific identifier and relevant fields.
For example, if you need to assess why the Realtime Overview is reporting a 42% service level, the export will contain the fields needed (in this case, first_responded_at and start_time. We've seen this be especially helpful for customers that need to take action on tickets that breached response time thresholds.
Though we're on a mission to ensure you're spending less time in spreadsheets, we've launched this export option to empower support leads (and other curious folks) to dig into the details behind commonly referenced metrics, whether it's average handle time or cases solved or something in between!
One of the many, many reasons we <3 our customers is because of their attention to detail. It's what makes them so good at their job! Their questions about our how our metrics are defined inspired us to refine our documentation that explains each term based on platform (Zendesk, Kustomer) and channel. Since these platforms each define metrics differently, we're focused on giving our customers the clearest possible view into what they're looking at as they move in-between Assembled and their other tools.
And because we know you shouldn't need long manuals that tell you how to use software, we've built some of this documentation in-app to clarify metrics as they come up. This way, you're able to quickly get contextually relevant definitions and confidently act on the metrics you're seeing in Assembled!
For those who like reading, we've got the goods! To give you more clarity on terms and metrics, we've laid it all out in documentation for two of the most critical views: Agent Performance Report and the Realtime Overview. These docs lay out everything from how we treat key elements (re-opens, multi-channel tickets) to how we think about hours (timezones, business hours) to how we treat time lags in data across platforms.For example, if you're someone who's focused on future staffing and wants to dig into per agent productivity, you may be stumped by the differences between something like "solved tickets" and "tickets solved" (Zendesk has a great article on this).
Hat tip to each of the customers who gave us the important feedback that informed this launch!