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Automated UAC: Measure the success of your help desk

CAU automated: mide el <strong>success</strong> de tu help desk

Automated UAC: Measure the success of your help desk

In previous posts we talked about some benefits of automating your CAU with the aim of offering a better experience to your customers and saving more time to dedicate it to tasks that require your full attention.

Now, we want to talk to you about the metrics that you should take into account when evaluating the success of your automated CAU. This way, you will be able to detect pain points important and offer the best service to your users.


If you found this post interesting, you can also download our free ebook to learn about the benefits of Desktop as a Service.

In many cases, the success of companies is due to the customer service and support they offer. If this company has a physical establishment, this customer service is carried out by employees through conversations and serving customers. However, in online-based companies and businesses, this treatment is carried out through the Automated CAU or intelligent CAU (User Support Center for IT companies). But how can you know, in these cases, that automated UAC is a success? Here's how.

5 metrics that will tell you the success or failure of your smart UAC.

1. Questions resolved by the support department

Your customers' queries will always be waiting to be resolved behind the door. To know if your customer service center or service is running smoothly, the number of queries or incoming messages from your customers should be the same as the number of queries and queries resolved. If so, continue with your CAU because you are on the right track.

2. Response and waiting time

Response time is the time elapsed from the moment a request or query is received until it is resolved by CAU staff. As can be expected, the time elapsed in this process should not be very high, because if it were, customers would be dissatisfied. In addition, it is recommended that keep track of the time elapsed to inform users of the speed with which their queries will be resolved to ensure their satisfaction.

3. User satisfaction

Another method to evaluate the success of the help desk will be to consult the user satisfaction index. I know if you have a history with all the data on support tickets, response times, etc., it will be very easy to find out whether users are satisfied or not. If the result is positive, there is no problem. However, if this result is negative, the UCC strategy must be changed.

4. Tickets in process

The number of queries and requests that come into support each day must also be taken into account, because if more requests are accepted than can be resolved, this will only lead to failure. To keep up with your requests, it is advisable to program business rules for automate tickets, their distribution and task resolution. 

5. Staff performance

Finally, it will be vitally important to know which agents are the most qualified and which ones need more training. This way, you can organize them according to their capabilities to provide the best user experience.

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We help companies from different sectors and sizes to innovate and adapt to new scenarios to achieve their objectives in Cloud Infrastructures, Analytics, Transformation through Generative AI & Machine Learning and User or Customer Service.

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Last updated October 2024

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