Explore Ticket Trends And Team Performance
Common Criteria
All reports share a common set of criteria. You can break any of them down by Inbox, creation date, ticket type and client. So if you want to see how you're performing for a single client or a specific type of ticket - you can. Download all reports as CSV.
Client Visible
The SLA report can be client visible, letting you build trust by letting them see exactly how well you're doing with meeting your service agreement. Don't pretend everything is hitting targets when it's not.
Managed Roles
Decide who is allowed to see your reports, so that only the right people can dig into the data. Use built-in Agent and Agent Lead roles, or create custom roles that meet your internal requirements.
Ticket Counts
Keep track of how many tickets you're recieving on an hourly, daily or monthly basis, grouped by fields such as status, ticket ticket type, client and feedback score. Answer questions like "how does this month compare to last month" or "which category is generating the most tickets".
Agent Activity
See how many tickets your agents have assigned to them, how many they've resolved, how many replies they've added, private notes created, simply participated in and how many 5 star feedback ratings they've received. Answer questions like "who has too much work assigned to them" or "which agent has had the best feedback from client X over the past 6 months".
Service Level Targets
See how many tickets have met your service level filters, how many of them breached and how many breaches you've had overall. See each of your levels and targets broken down, including what percentage success you achieved.
Ticket Feedback
If you choose to ask customers for feedback after a ticket is closed, you can report on it here. How many tickets was feedback asked for, how many were received, how many were positive, negative or neutral and what percentage were satisfied. Answer questions like "how well has this client rated the team this month" or "which agent needs more training to help with their neutral feedback scores".
