Measuring Helpdesk KPIs

Measuring the performance of your helpdesk team requires you to track specific KPIs.

The DRUID ChatBot Portal provides you with the possibility to create extensive KPI dashboards to help you monitor the customer service performance.

Note:  Customizations are required on the conversation history database to have additional KPIs listed in the Dashboard. For information on how to do it, get in touch with DRUID Tech Support or your DRUID implementation partner.

The figures below provides a sample dashboard customized to show Live Chat KPIs.

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As the conversation history database is hosted on your premise, you can link your current Business Intelligence technologies, like Microsoft Power BI, Tableau or Excel for further analysis and charting.

The figure below provides an example of custom Excel report using the conversation history.