A detailed performance dashboard for customer care agents, this PDF report captures agent-specific metrics including first reply time, resolution time, ticket volume, backlog, and satisfaction scores. It tracks activity across a 30-day window and breaks down metrics by ticket type, severity, and disposition. The document includes visual graphs for resolution trends, agent workload, and response times—useful for daily operational review and performance coaching.

This presentation outlines a comprehensive Zendesk implementation strategy tailored for "Company B." It covers objectives such as improving agent efficiency, reducing case volume, and enhancing customer experience. The deck highlights current system challenges, proposes a revamped support portal, and details Zendesk integrations with Salesforce, JIRA, and Confluence. Additional features include custom case statuses, knowledge base optimization, and advanced case routing logic. Ideal for executive and technical stakeholders evaluating improvements to support infrastructure.

This Excel spreadsheet is a structured template designed to track and summarize weekly support team performance metrics. It includes key fields for agent activity, ticket volume, resolution times, customer satisfaction scores, and team insights. Ideal for operations leads and support managers, it allows for week-over-week analysis and performance tracking to drive accountability and continuous improvement.