See how support is doing, at a glance.
How fast your team answers, what is waiting and late, what came in and from where, and what customers thought, all on one page.
How fast you answer.
The average time to a first reply, across the latest conversations your team has answered.
What is waiting, and what is late.
Your open conversations, and the ones already past the response targets you set.
Where it all comes from.
Every conversation by channel, from email and live chat to web forms and customer accounts.
What they thought.
Your satisfaction score out of five from every rating, beside every conversation by priority.
What Analytics & Reporting does
The numbers that say whether the queue is under control.
- Two weeks, day by dayNew conversations for each of the last 14 days.
- On your own clockEach day counted in your business's time zone.
- By priorityUrgent to low, in the colors your inbox uses.
- Late means your targetsLate counts against the response targets you set for support.
- Ratings from your customersThe score comes from the ratings your customers leave on your support.
- On your Home pageYour average first response, where you start the day.
Before you start
How is the first response worked out?
It is the average time from a conversation arriving to your team's first reply, across the latest 500 conversations you answered, counted round the clock.
Which conversations count?
Every one that reaches your inbox: email, live chat, web forms, customer accounts and the API.
What makes a conversation late?
Passing a response target you set for support. The same conversations are flagged in your inbox.
Where does the satisfaction score come from?
From the ratings out of five your customers leave on your support, averaged across every one.
Do I pay for each person on my team?
No. There is no charge per team member.
Know where support stands, every morning.
Book a demoWe set it up around your business. Free for 14 days.
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