Useful Reports

help make the right decisions and improve the quality of your support

Productivity

takes into account the load on the support team and their skills

SLA

maintains the level of service and response time

CSI

increases customers' satisfaction

Productivity

Main indicators in reports

Load

Monitor how your team cope with the flow of incoming requests and if the team manage to respond in time. If you see that your team don't cope with the work load, you should consider hiring more people or change the timetable.

Response Time

Customers expect to receive a quick and accurate response. Check the reports and see if the expectations are justified: how much time employees need to respond and how many problems were solved with only one answer.

Reasons for Requests

Analyze what questions are asked most frequently. If you have too many requests on the same subject, maybe it's time to check and fix the procedures.

UseDesk Shows Data in Any Scale

Filter the report by the channel, group and tag if you are looking for a problem zone. This shows you the questions your team spend most time responding to and what group can't cope with the load.

Business Hours

For companies that don't work day and night UseDesk takes only business hours into account when it comes to calculating the response time between the first connection and the completion of the request. If a customer sent a message outside of business hours, the calculation begins from the beginning of the next business day.

Quality of Support

Service Level Agreement report

Response Time Compliance

Quality control: How many responses were given in time and how many were not? The graphic shows whether the number of late responses has increased.

Analysis of Late Responses

Closely check the requests with overdue indicators in every channel and group. You will see the subject of the request, see what went wrong, and see why your employees couldn't respond in time.

Agent Reports

Results for every indicator – motivate slower employees and praise better ones

UseDesk reports show agent rating by every indicator. You know who's been doing his job well and who needs additional training. Based on the reports you can easily establish KPI for a fair evaluation of your employees. Your team won't question why Smith got his bonus and Jones didn't.

Customers' Satisfaction

Customer Service Index report

Performance and Error Correction

The report shows how many high and how many low grades employees received. The comments show what exactly the customer didn't like. You have easy access to the request itself so you can work on error correction.

Prevent Negative Feedback

If you compare the grades to the request topics, you'll see which answer templates customers don't like. Update your templates on complex topics, add some useful information to avoid additional questions and doubts. It helps prevent negative grades.