Help Desk Analytics & Insights
Real-time widgets provide a detailed look into the health of your support organization. See performance trends and deviations in beautiful charts, then drill down into the cases that drive them.
Put your Help Desk data into action in minutes
Realtime insights gives you a current reality check. Starting from a high level view, you can drilldown into important cases that need your attention.
Start with outstanding violations and drill down into important issues that need your attention
Visualize case volume and where they are spending most of the time by priority
Spot important SLAs that are due in the near future that need your attention
See the impact of assignment and acceptance times on overall resolution times
Understand what drives SLA fulfillment and happiness ratings
Take targeted actions to address issues with personnel, process and load
Understand how your agents are performing on key metrics
Drill down into what is causing deviation from expectations