Analytics and Reporting

Monitor help desk performance with comprehensive analytics and detailed reporting capabilities.

Performance Metrics

• Response Time: Track average response time to measure support team efficiency.
• Resolution Time: Monitor average time taken to resolve tickets completely.
• First Contact Resolution: Measure the rate of tickets resolved on first contact.
• Ticket Volume Analysis: Analyze ticket volume by channel, category, and priority levels.
• Agent Performance: Track individual agent statistics and productivity metrics.

SLA Compliance

• Compliance Tracking: Monitor SLA compliance rates across all ticket categories.
• At-Risk Identification: Identify tickets at risk of breaching SLA agreements.
• Breach Analysis: Track SLA breaches and analyze underlying reasons.
• Compliance Reports: Generate detailed SLA compliance reports for management review.

Customer Satisfaction

• Feedback Collection: Collect customer feedback after ticket resolution.
• Satisfaction Scoring: Track and analyze customer satisfaction scores.
• Improvement Areas: Identify specific areas for support process improvement.
• Trend Monitoring: Monitor satisfaction trends over time to measure progress.