Which report metrics can help identify the success of a service portal in reducing agent workload?

The number of cases created using the portal is a key metric to assess the effectiveness of a service portal in reducing agent workload. This metric directly indicates how many customers are utilizing the self-service capabilities of the portal. A higher number of cases created through the portal suggests that customers are successfully resolving more issues on their own, which in turn decreases the volume of cases that agents need to handle directly.

When customers are able to find answers to their questions or solutions to their problems through the portal, it reduces the reliance on agent assistance. As a result, this not only lessens the workload for agents but also improves overall efficiency in service delivery. The metric serves as a clear indicator of the extent to which the portal is being adopted for self-service, reflecting its success in alleviating pressure from support staff.