Making important decisions cannot always be based on your gut feelings.
With Kapdesk reporting, you can generate a plethora of reports using the relevant performance metrics and gain insight into your customer service operations. It also allows you to filter information based on the performance of the entire organization, an individual employee’s performance over a specific period of time, or even the source through which a lead, prospect or customer was engaging with the business.
Automate Support WorkflowGet micro view of productivity index so you can track and quantify the performance of your customer support team members.
Measure Quality of interactionImprove your perspective so you can tap the total value of your data and see the chronology of every customer interaction.
Drive InnovationAct upon your analytical information and plus points of your customer support infrastructure – not just for customers, but also for your support team.
Guesswork negates the power of automation. We’ve designed and created interactive dashboards keeping in mind the metrics that matter for customer service. Now you can filter and analyze your data as per the requirement and act according to a stipulated plan
Filter your reports for each of your individual agents in order to track their performance. Kapdesk lets you view the number of tickets assigned, number of tickets closed, and the time taken by the agent to close each ticket.
These reports are valuable for understanding the efficiency of your customer service agents, so that you can work to improve the performance of the lagging ones.
Generate real-time reports to monitor the status of each of your tickets. You can view if a ticket has been assigned to an agent, and if it’s currently pending or closed. With a single dashboard view, you can easily access vital information and make quick, informed decisions.
Kapdesk can give you a detailed break-down of the tickets that are sourced from your communication channels – live chat, social media sites, email, phone calls, and even review portals. Source-wise reports can provide you with valuable insight into how your customers are choosing to interact with you.
With Kapdesk reporting, you can view all your tickets on the basis of the time that they’ve been left unattended in the system – less than 24 hours, between 24 and 48 hours, less than 7 days, and so on.
Pending ticket ageing analysis allows you to track and prioritize your older tickets so that no customer is left waiting too long for a reply from an agent.
A call graph lets you monitor your productivity on the basis of metrics like number of calls received, answered, not answered, and the total talk-time for each call.
Kapdesk collects information related to the performance of your agents, and presents it in an easy-to-digest fashion. The graphs can be filtered from the perspective of the entire organization or a specific customer support executive, which allows you to see which areas may have or are prone to pitfalls.