Features
📊 Reports and oversight
Volume, response time, resolution time, SLA compliance, workload and satisfaction — by department, agent and period.
What is it?
The reporting layer turns the desk from a communication tool into a management tool. Every ticket contributes to the numbers automatically; nobody fills in a timesheet.
Reports can be filtered by department, agent, company, category and period, and exported for board or client reporting.
Why does it exist?
You cannot manage what you cannot measure, and support is measured badly almost everywhere. These numbers replace opinions about the team with facts.
They also answer the question every serious client eventually asks: how quickly do you actually respond?
How does it work?
1
Start with SLA compliance and first-response time — they matter most to customers.
2
Read the median and 90th percentile, not the mean; a few very slow tickets distort every average.
3
Check reopen rate alongside resolution time, so speed is not achieved by closing prematurely.
4
Look at volume by category to decide which knowledge-base article to write next.
5
Compare workload across the team and rebalance before somebody burns out.
6
Export for the monthly client or board report.
Everything included
Volume
·New, open, pending and closed counts
·Tickets by department
·Tickets by category
·Tickets by priority
·Tickets by channel
·Trend over time
Speed
·First response time
·Resolution time
·SLA compliance
·Overdue tickets
·Unanswered tickets
·Escalations
People
·Tickets by employee
·Staff workload distribution
·Activity per agent
·QA scores
·Availability
Quality
·Customer satisfaction ratings
·Reopen rate
·Article helpfulness
·Escalation reasons
Output
·Filter by period, department, company
·Export for reporting
·Per-company client reports
·Staff dashboard summaries
Who uses it
Owners
Managers
Team leads
Account managers
What the business gets
✓Owners get answers from a dashboard instead of a meeting.
✓Breaches become visible before the customer raises them.
✓Appraisal and coaching rest on evidence rather than impression.
✓Support can prove its value in numbers.