Stats & Reports
Real-time statistics and reports in a helpdesk system provide insights into the performance, efficiency, and effectiveness of support operations. These reports offer valuable data that can be analyzed to make informed decisions, optimize processes, and enhance the overall customer support experience.
Empower informed decision-making and enhance efficiency with the Real-Time Ticket Overview Dashboard or Admin Dashboard
A real-time ticket overview dashboard provides instant insights and visualisations of the current status and performance of support tickets in a helpdesk system. This dashboard is designed to offer a quick and comprehensive view of key metrics and data, allowing support teams and managers to make informed decisions and take timely actions.
This gives an overview of total tickets, open tickets, pending tickets, solved tickets, escalated tickets, and closed tickets, along with ticket priority reports, ticket source reports, FCRA, FCR, FRT, agent’s and team's performance metrics, and many more. These reports offer valuable data that can be analyzed to make informed decisions, optimize processes, and enhance the overall customer support experience.
Elevate agent productivity and efficiency with our Agent Ticket Overview Dashboard, offering a centralized view for agents
An Agent Ticket Overview Dashboard provides individual support agents with a consolidated and real-time view of their workload, performance metrics, and key insights related to the tickets they are handling. This dashboard is designed to empower agents with the information they need to efficiently manage their tasks, deliver high-quality customer support, and meet performance targets.
This feature allows a support agent to see an individual's ticket status, including total tickets, open tickets, pending tickets, solved tickets, escalated tickets, and closed tickets, along with ticket priority reports, FCRA, FCR, FRT, the agent’s performance metrics, and many more.
Boost team collaboration and efficiency with our Team Ticket Overview Dashboard, providing comprehensive insights for team support management
A Team Ticket Dashboard is a visual representation of key metrics and performance indicators for a support team in a helpdesk system, which provides a consolidated and real-time view of the overall performance, workload distribution, and key metrics for a support team. This dashboard is designed to help support managers and team leaders monitor team efficiency, track key performance indicators, and make informed decisions to enhance the overall customer support experience. . This dashboard provides a centralized view for team leaders and managers to monitor and analyze the team's efficiency, workload, and overall performance.
This feature allows a team or department to see their ticket status, including total tickets, open tickets, pending tickets, solved tickets, escalated tickets, and closed tickets, along with ticket priority reports, FCRA, FCR, FRT, the team’s performance metrics, and many more.
Track and analyze Ticket Lifecycle Activity and optimize support performance
Ticket Activity Reports provide a detailed analysis of the interactions and events related to support tickets in a helpdesk system. These reports offer insights into the volume, status changes, response and resolution times, and overall lifecycle of tickets.
Ensuring efficient and prioritized issue resolution with Ticket Status and Priority Reports
Ticket Status and Priority Reports are essential tools for maintaining an organized and efficient support workflow, ensuring that high-priority issues are addressed promptly and that the overall ticket resolution process aligns with service level commitments.
Track ticket origins and refine support strategies with our helpdesk's Ticket Source Reports
Ticket Source Reports provide insights into the various channels or sources through which support tickets are generated in a helpdesk system. These reports help organizations understand the origin of customer queries and issues, allowing them to allocate resources effectively and optimize their support strategies. These ticket sources include email, web forms, instant messaging, Whats app, social media, live chat, telephony, and many more.
Response Time Metrics analyze and improve support responsiveness, ensuring timely resolutions for enhanced customer satisfaction
Response time metrics in ticket reports are crucial for evaluating the efficiency and responsiveness of a support team in addressing customer inquiries and issues. These metrics provide insights into the time it takes for the team to acknowledge and respond to incoming tickets.
Response metrics include First Response Time (which focuses specifically on the speed of the initial acknowledgment), Average Response Time (which indicates the general responsiveness of the support team), and Average Resolution Time (which indicates the time taken to resolve tickets from the time of creation).
Refine your data analysis and streamline focused and customized views to meet specific needs
Filtering reports in a helpdesk system offer user-friendly interfaces with interactive filtering options, making it easy for users to customize reports according to their specific needs. It allows ticket filtering based on date range, status, priority, agent or team, source, customer's personal and company details, and many more, making it easier for users to customize reports according to their specific needs.
Stay informed and proactively manage Escalation Reports, empowering efficient issue resolution and customer satisfaction
Escalation reports in a helpdesk system provide insights into the instances where tickets have been escalated to higher levels of support or management. These reports are valuable for evaluating the efficiency of the support process, identifying patterns that trigger escalations, and ensuring that critical issues receive the necessary attention, contributing to overall customer satisfaction and the efficiency of the support process.
Categorisation of escalations can be done based on severity levels (e.g., high, medium, low), which helps the helpdesk system manage and prioritize escalations based on severity, while SLA Adherence for Escalated Tickets ensures timely resolution of critical issues as per service level agreements.
Efficiently manage and share data in multiple file formats on a manual or scheduled basis
Emailing reports enhances the efficiency of the reporting process, allowing organizations to deliver critical information to stakeholders in a timely and manual manner. On the other hand, scheduled email reports in a helpdesk system allow users to automate the generation and delivery of reports to specified recipients at regular intervals. This feature streamlines the reporting process, ensuring that stakeholders receive timely and relevant information without manual intervention.
These reports include specific data, metrics, or insights, frequency (e.g., daily, weekly, monthly), scheduled time, and many more. The file format of the exported report can be PDF, Excel, or CSV, which provides users with the flexibility to save and share data in formats that suit different use cases.
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