The Requests tab on the Reports and Charts page allows managers to:
- View the total number of requests created and their number by type.
- Check compliance with SLA standards.
- See which products customers request most often.
- See how customers rate the operators work.
Requests
The report allows you to understand what types of requests customers create most often. You can view the total number of requests created and the share of each type on a pie chart.
Use the filter by request creation period, responsible person, and service.
Hover your cursor over the chart to see the total number of requests of a certain type.
SLA standard
The chart will show what percentage of requests were processed in compliance with SLA standards.
Select the period and click Build.
Requests type
The report allows you to understand which products customers most often request. The results display all items from the Products directory in the CRM workspace.
Specify the period and click Build.
The results in the form of pie charts will show the percentage of requests created for each product. The number of requests is indicated below the charts.
Satisfaction level
This chart shows managers how customers rate the quality of their service requests.
When closing a request, the customer can give a rating from one to five. The bar chart shows the number of requests with a specific rating. By default, data for the last month is displayed. For a detailed analysis, use filters by responsible person, creation date, and request type.
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