Statistics and reports are indispensable in any business. They provide a concise overview of your customer support performance over time. SupportCandy Reports addon enable you to measure and enhance the efficiency of your support operations.
Available Reports:
- - Ticket Statistics: Gain insights into the number of tickets created and closed over a specific timeframe.
- - Response Delay: Analyze the response time of your agents, categorized into First Response Delay and Average Response Delay.
- - Ticket Closing Delay: Examine the days your team takes to close tickets.
- - Communication Gap: Assess the average number of threads exchanged to resolve a ticket.
- - Ratings: Access reports for satisfaction survey ratings.
- - Custom Fields: Explore reports tailored to specific custom fields, such as Category, Priority, and Dropdown.
Report Duration:
In all reports, you have the flexibility to select the reporting duration. Options include Today, Yesterday, Last 30 days, This Quarter, and more. Additionally, you can set custom start and end dates for the duration.
Report Filters:
For applicable reports, you can apply filter conditions similar to those on the ticket list. For instance, you can view ticket statistics for a specific category, such as “Pre-sale Questions.”
Furthermore, you can save these filters with a custom name, allowing for easy reuse in the future with a single click.
- Tags
- supportcandy
