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Reporting and Analytics

Collects and provides comprehensive, real-time data about support requests, customers, events and trends in help desk system.

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analytic reporting

Instant Information about Support Activities

Analytic reports provide a comprehensive set of customer service metrics within a selected time window: allocation and efficiency of help desk resources with a quick comparison of workload, SLA performance, and a summary of all customer and agent activities. Support managers use reporting analytics for:

  • Spotting workload spikes and resource bottlenecks
  • Monitoring SLA adherence by comparing incoming vs. resolved volumes
  • Identifying seasonal or weekly patterns in ticket flow.

Aggregated Reports

Contains classified amounts of requests - received or closed, aggregated by multiple data dimensions: Agents, Queues, Topics, Customers, Tags, Customer groups, and Submission channels. Extended report filters enable you to control a reports' information and to vary the data presentation.

Submitted Requests

View summary data about requests and tickets submitted within the selected period and group them by one of the data labels.

Closed Tickets

Track and analyze the efficiency of individual agents and get insight into support performance: total and average response time and resolution time.

Custom Classification

View summary report on tickets previously classified with keywords or tags according to internal classification scheme.

Aggregated reports
Trends and Activities

Trends and Activities

Keeps track of trends, employee productivity, and customer satisfaction to improve customer support processes.

Actions Summary

Shows summary data of all actions and activities: agent and customer replies, comments, notifications, automated actions, etc.

Billable Time

Display summary data on time spent by agents per request and use them to bill customers, or track the overall agent and team performance.

Report Builder

Build custom reports using various ticket data: choose columns, apply filters, sort, and save as the preferred report. Download a searchable HTML report.