Customer Service solution reports allow you to track the quality of request processing, the distribution of workload among employees, and the popularity of articles on the external portal.
Reports and Charts page
This page helps evaluate the quality and efficiency of services provided. The data is organized into several tabs:
- Requests. Statistics by request type, product, and operator performance rating.
- Live Chats. Data on response speed in live chats, requests distribution by channel, and active operator sessions.
- Activities. Report on planned and actual time worked by operators.
- Performance. Report on request processing time.
- SLA. Statistics on compliance with established SLA standards.
Employee Workload report
You can view the number of open and closed requests at any given time, as well as estimate how many of them were processed late.
For more details, see the Employee Workload report in Customer Service article.
Content Statistics report
Data on all articles published on the external portal is available here. You can track which materials are read and used most often when closing requests.
For more details, see the Content Statistics report in the Customer Service solution article.
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