The “SupportCandy Reports” feature within the system provides an array of advanced reporting functionalities to evaluate and enhance the efficiency of your customer support. Here’s a detailed overview of its offerings:
Available Reports:
- Ticket Statistics:
- Displays the count of tickets generated and closed within a specific timeline.
- Response Delay:
- Tracks the duration taken by agents to respond, presenting two categories: First Response Delay and Average Response Delay.
- Ticket Closing Delay:
- Highlights the duration taken by your team to close tickets.
- Communication Gap:
- Illustrates the average number of threads exchanged before closing a ticket, indicating communication engagement.
- Ratings:
- Generates reports based on satisfaction survey ratings from customers.
- Custom Fields:
- Provides diverse reports for applicable custom fields such as Category, Priority, Dropdown, etc.
Duration Selection:
- Users can select predefined durations like Today, Yesterday, Last 30 days, This Quarter, etc.
- Custom date ranges are also available for defining specific start and end dates for the report duration.
Report Filters:
- Offers filter conditions akin to those available for ticket lists, facilitating a detailed view.
- For instance, you can filter ticket statistics by a specific category like “Pre-sale Questions.”
- Customized filters can be saved under unique names for future reuse, enabling swift access with a single click.
These reporting capabilities empower users to assess support metrics, response times, customer satisfaction, and other crucial elements, aiding in the improvement and optimization of customer support operations.
