ReplyManager’s report dashboard provides visual performance graphs that depict your business’s support services.
The graphs analyse and report on feedback performance and your company’s compliance with service level agreements (SLAs). The data will help you identify areas of success and where there is need for improvement. The graphs can be exported to an image format, or presented in spreadsheet or pdf form to share with your team members.
Viewing the reports:
Click the reports tab on the main navigation bar at the top of the screen. On the left side menu you will find five tabs, which are listed below. Each tab provides a different report.
3. Response Times
5. Assigned Tickets
Report 1: Messages
The messages data represents how efficiently you and your team have responded to tickets. Place the cursor on a bar of data and the chart will display specific activities at the time you select. On the top right hand side of the graph there is a dropdown menu that allows you to select a date range. You can view data hourly by selecting a single day.
Report 2: Tickets Dashboard
Select ‘Tickets’ from the left hand side menu. This section provides a detailed view of your support ticket activity. Place your cursor on the heat map to see the number of incoming messages, sent messages and active agents. The busiest times for support ticket activity are shown in red. The darker the colour, the more activity that took place at that time.
Report 3: Response Times Dashboard
This report helps you manage your response times and stay in line with marketplace SLAs. First response time is the average time it takes to respond to the first message in a ticket. Average response time is the average time it takes to respond to messages.
Report 4: Team Dashboard
The Team Dashboard reports give you a breakdown of support agent activity. Below the chart, agents are displayed in order of highest response rate. View the number of messages, internal notes and average handling time per agent.
Got some questions about ReplyManager Reports? We’ll be happy to answer any questions you have. Get in touch with us at firstname.lastname@example.org.