To paraphrase 19th-century mathematician Lord Kelvin, “If you can’t measure it, you can’t improve it.” It’s a sentiment often echoed by atSpoke customers and the IT community at large. That’s why atSpoke remains focused on providing service desk metrics that help IT leaders achieve operational excellence. Today, we’re introducing two new dashboards with team-level analytics to help you identify trends and make informed decisions:
Available now to all admins and team members on atSpoke Plus and Enterprise plans, these two new dashboards include standard service desk metrics, as well as strategic insights such as auto-resolution trends and chat deflection rate. Early-access customers are already making data-driven decisions based on this new data.
Both dashboards are available at the org and team level, enabling you to capture cross-team insights for benchmarking and collaboration. In addition, you can export your data via CSV, which is extra powerful in combination with atSpoke’s public API. Combine your atSpoke data with data from other systems, and pull it all into your own BI tool.
As you know, atSpoke is always iterating. Currently, we’re working to build agent performance insights to measure and improve the entire support experience and team productivity. As you dig into these new dashboard reports, please send us feedback on how these insights are empowering you to drive improvements at your company.
Here’s a look at some of the data reports you’ll find in our new service desk dashboards. Enjoy!