Opening Agent and Closing Agent Analysis

Deskroom now supports opening agent and closing agent analysis. You can analyze whether the agent who first started a support session handed that ticket off to another agent during the conversation.

Why we made this

In some cases, "who handled how many tickets" alone makes it hard to gauge support efficiency. Especially when a ticket is handed off mid-conversation, the roles of the opening agent and closing agent get mixed up, making accurate analysis difficult.

Deskroom supports a feature that tracks the agents in charge at the start and end of a support ticket. You can analyze the VOC types where handoffs occur frequently to quantify the causes of handoffs and use that in decisions to streamline your support process.

Use cases

Identify inquiry types with frequent handoffs

• When a particular type of inquiry is frequently handed off from the opening agent to the closing agent, you can analyze whether it stems from complexity or permission issues.

Surface agent training opportunities

• When an agent frequently starts but does not close conversations, you can check whether additional training is needed for that type.

Analyze the impact of handoffs on CSAT

• By analyzing the satisfaction difference between handed-off and non-handed-off tickets, you can use this in decisions to raise customer satisfaction by minimizing handoffs.

Closing agent analysis

• When ticket closing is concentrated among specific individuals, you can use this to improve workload imbalance and even out the distribution of work.

How to use it

You can check the opening agent and closing agent information directly in the [Response History] tab on the ticket detail screen.

By identifying whether a ticket was handed off, you can review the support flow more quantitatively and assess productivity in measurable terms.