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Reporting and Analytics

Using the built-in help desk reports and dashboard, gather insightful real-time data to make informed decisions about improving customer service.

Support monitoring dashboard

Support monitoring dashboard

This one-stop dashboard for monitoring and tracking the status of support allows you to examine ticket inflow, track pending and overdue tickets, and determine the busiest time of day.

Support traffic dashboard

This dashboard provides metrics helpful in tracking and analyzing the inflow of tickets over time. Data can be grouped by brand, category, type, priority, status, and source. Advanced filters can be used to drill down deeper into data.

Support traffic dashboard
Customer satisfaction report

Customer satisfaction report

This report contains useful information about customer satisfaction surveys. View CSAT scores, survey response rates, and customer sentiment based on the provided ratings. Filters can be used to narrow down CSAT data by agent, category, contact, and contact group. Review all feedback comments from all support channels in one place.

SLA dashboard

Monitor SLA breaches and achievements in response and resolution. View the trend of SLA breaches over time. Compare tickets that have been breached versus those that have been achieved. This report also includes advanced filters for drilling down deeper into data.

SLA dashboard
Worklog report

Worklog report

Keep track of billable and non-billable time spent on support tickets by agents. Filter data based on time spent by agent, contact, contact group, and ticket category. Review worklog comments from all support channels in one place.

Ticket conversation report

Messages updated by the contact and agent across all support channels can be viewed in a single location. Examine the response provided by agents to the customer, identify agents who need more training based on the response they provided, and tag or add a private note inline for follow-up.

Ticket conversation report
Agent Performance Dashboard ticket

Agent Performance Dashboard

Track agent’s or group’s (team) performance with this built-in dashboard.

Contact and Contact Group Performance Dashboard

Monitor the performance of contacts or contact groups (companies) with this built-in dashboard.

Contact and Contact Group Performance Dashboard ticket

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