YUNOVA · Freshdesk & Zendesk
Module 11: Support operations
Support team staffing and workforce planning
Key points
- Staffing plans use ticket volume forecasts and handling times.
- Schedule agents around peak hours and days.
- Plan for leave, training and backlog when sizing the team.
Quality assurance scorecards for support
Key points
- A QA scorecard rates tickets on accuracy, tone and process.
- Reviewers sample tickets regularly and score them consistently.
- Scores feed coaching sessions with each agent.
Support KPI dashboards
Key points
- Common KPIs include first response time, resolution time and CSAT.
- Dashboards show trends by channel, team or agent.
- Pick a few KPIs that match support goals instead of tracking everything.
AI chatbots and ticket deflection
Key points
- Chatbots answer common questions using knowledge base articles.
- Deflection means customers solve issues without creating a ticket.
- Always give an easy path to a human agent.