Get real time insight into your case pipeline performance over time
See a breakdown of your case backlog by the case’s state, age, agents assigned and more. Click on chart legends to filter through the data and see which agents are the most overloaded, and which types of tickets contribute most to your backlog.
Determine bottlenecks / drivers across your support process
A number of bottlenecks can cause slowdowns. Case assignment may take too long, agents may delay accepting cases, wait states can be extended. Visualize your data to find and resolve these and other problems.
Build, schedule, and export custom reports and charts
Pull data from cases, customers, and other areas into customized tables, reports and charts. Pin these to your dashboard, schedule them for periodic dissemination across the organization via email, or download them for analysis in third party data analysis tools.