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Reporting

Dashboards, the report builder, scheduled reports and CSAT.

9 articles

  1. Reports and dashboards Track volume, response times, SLAs and satisfaction, and build your own reports.
  2. Customer satisfaction (CSAT) Ask customers to rate their experience, learn why they are unhappy and see the results.
  3. Build a dashboard Put saved reports and key figures on one page, with filters for every tile, and share it.
  4. Build a custom report Pick metrics and rows, filter tickets, choose a chart and save the report for your team.
  5. Schedule a report by email Email a dashboard or saved report as CSV with a summary, every day, week or month.
  6. Help centre reports See which articles customers read, what they search for, and what they can't find.
  7. Report metrics explained What first reply, resolution, one-touch, reopened, backlog and the other figures mean.
  8. Plan shifts and staffing with workforce management Schedule shifts, handle time off, forecast ticket volume with the agents it needs, and see how closely agents keep to their schedule.
  9. Export to your data warehouse Send tickets, metrics, people and CSAT ratings to Amazon S3, Google BigQuery or Snowflake every day.

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