---
title: How Zendesk Analyse can boost your customer service efficiency ?
description: "Comment choisir son intégrateur Zendesk : le guide complet pour les responsables de service client"
---

[SEIF Blog](https://www.seif-consult.com/en/blog)

# [How Zendesk Analyse can boost your customer service efficiency ?](https://www.seif-consult.com/en/blog/zendesk-analyse-peut-il-améliorer-lefficacité-de-votre-service-client)

 Written by [Florian VANNIER](https://www.seif-consult.com/en/blog/author/florian-vannier) | Oct 29, 2025, 10:07:26 AM

## First Contact Resoluton (FCR) Rate

What is the First Contact Resolution (FCR) rate?

- It is the percentage of tickets resolved by agents during their first interaction. This means that an issue is solved in a single touchpoint — whether it’s a call, a chat session, or an email response.
- Effective first-contact resolution benefits everyone: it enhances the customer experience while boosting the efficiency and satisfaction of support teams.

**Why is FCR essential?**

- A strong FCR reflects both the performance of your customer service and the quality of the experience provided. According to the SQM Group, every 1% improvement in FCR results in an equivalent 1% increase in customer satisfaction.

Where to track this metric?

- You can track FCR in the **“Ticket Updates”** report or through custom metrics available in the **Analyse** section.

**Best Practices to Improve FCR**

- **Train your agents:** Offer regular training sessions and role-playing exercises to develop their problem-solving skills.
- **Empower customers with self-service tools:** Direct them to your help center, FAQs, or practical guides.
- **Centralize customer information:** Use a robust CRM to give agents all the necessary data from the first contact.
- **Implement intelligent ticket routing:** Automatically assign tickets to the most qualified agent or team.

## Average Resolution Time by Channel

Customer expectations vary depending on the channel used (email, chat, phone, etc.).

**Why it matters:**  
Comparing performance by channel allows you to intelligently reallocate resources and prioritize the most critical channels.

- **Tip:** Zendesk recommends setting differentiated SLA targets by channel to stay relevant.

✅ **Best practice for tracking average resolution time:** Analyse provides a ready-to-use dashboard to help you monitor agent performance and customer satisfaction across all channels, including web, mobile, and social messaging.

## **Customer Satisfaction (CSAT) and Agent Performance**

CSAT is a cornerstone of service quality. When combined with individual agent performance, it provides a clear view of what’s working… and what isn’t.

**Metrics to monitor:**

- Average CSAT score
- Survey response rate
- Trends by agent/team

✅ **Best practices:** Zendesk provides preconfigured dashboards in Analyse that are easily customizable.

Send CSAT surveys after a ticket is resolved. Once customers respond, you can see which interactions were successful and review tickets where the customer was not satisfied. There is also the **Net Promoter Score (NPS)**, which asks customers to rate you on a scale of 1 to 10 based on how likely they are to recommend your company to others.

## V**olume and Type of Recurring Requests**

- Identifying the topics that come up most frequently allows you to offer proactive solutions (FAQs, automations, macros).
- Zendesk provides preconfigured dashboards in Analyse that are easily customizable.

✅ **Best practices for managing ticket volume:** Offer a knowledge base or a self-service portal. A help desk software should always be accompanied by a knowledge base option.

Often, users are just looking for a quick solution to a simple problem. Rather than submitting a new ticket, customers and employees can search for and resolve their issue independently using a knowledge base. This reduces pressure on the support team, allowing them to focus on more complex issues that require personal attention.

## T**icket Reopen Rate**

- A reopened ticket often indicates incomplete resolution or unclear communication.

**Why track it?**  
It’s an indirect measure of service quality and also an excellent lever to improve your support processes.

- **Zendesk tip:** Create a dedicated widget in your team dashboard to keep this rate under control.

## Conclusion

**Zendesk Analyse** (formerly Explore) gives you the tools to manage your support intelligently and precisely. By focusing on these **5 KPIs**, you move from passive reporting to a continuous improvement mindset, centered on the customer experience.

🔧**Need a hand building your dashboards?**Our Zendesk experts are here to guide you step by step!

Sources :

[https://www.zendesk.fr/blog/top-10-help-desk-metrics/ https://www.zendesk.fr/blog/first-contact-resolution-friend-foe-frenemy/](https://www.zendesk.fr/blog/top-10-help-desk-metrics/)<https://www.zendesk.fr/blog/ai-customer-service/>

[View full post](https://www.seif-consult.com/en/blog/zendesk-analyse-peut-il-améliorer-lefficacité-de-votre-service-client)

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