Management Dashboard and Reporting

Customer1’s dashboards and reporting provide you with real-time insight in order to measure and improve the effectiveness of your support centre.

Measure key performance indicators and operational metrics, such as average response times and first-call resolution rates with dashboard reports. Track the performance of your agents and support teams at any time. Identify bottlenecks and areas for improvement with more than a dozen predefined reports for supervisors, managers and agents.

Create custom reports for additional analysis or for export to enterprise and other third-party applications.

Benefits:

• Measure support centre and agent performance in real-time;
• Identify and improve operational bottlenecks and gaps in support;
• Leverage data collected by exporting it to other systems.

Features:

• Track various key performance indicators in the dashboard, such as first-call resolution, average time per call, number of calls completed;
• Customized reports to explore additional insights or export data to other systems;
• Drill down and open individual tickets directly from the dashboard interface, leading to faster issue escalation and resolution.