See when your team is busiest, shuffle schedules when you need the whole team on deck, or make a data-backed case for that extra hire.
Track which tags get the most traction from customers so you can make educated decisions about what problems to solve next.
Find out what makes your team sound like a broken record and use that to inspire new help documentation and clarity for your customers.
Your team’s numbers shouldn’t suffer when the office is closed. Flip this handy switch to see your productivity metrics during work hours.
First impressions go a long way. Be more responsive and on point by monitoring how long your customers wait for that first touch point.
Quickly identify your biggest challenges as a team by looking at conversations that are taking much longer than normal to resolve or handle.
As a manager, everything you need to provide valuable feedback and guidance for your team is on a single page. No prep work required!
Give your team that warm fuzzy feeling of knowing their impact to the business. Comparisons to the previous period help you keep an eye on increasing demand.
If you sense someone slipping, review individual Happiness Ratings and Conversation History to target exactly what needs attention, and how to help.
Measure happiness by tapping into your customers true feelings about the support they receive from your team using customer satisfaction ratings.
Never miss out on an opportunity to follow up with an angry customer’s lingering question with at-a-glance Rating Comments, and quickly discover coaching opportunities by filtering by rating.
Learn what works with your customers (and what doesn’t) by easily viewing rated conversations and drilling down on the specific details.
Monitor the overall health of your Knowledge Base: if customers find the answers they need or still need help from your support team.
A failed search is frustrating for customers. Help them find the right answers at the right time by flagging what terms come up empty in your Docs search.
Get creepy psychic insights into customers’ most common questions, helping you discover possible areas for improvement.
Perform custom analysis by exporting your reporting data to a CSV or Excel file.
Distill your data with flexible filtering options in Reports Views. Views make it easy to save a set of filters and re-visit them in two clicks.