The global report allows you to get data in any context (by individual fields, dates, types, executors, and many other different parameters), sort data, upload it to Excel, analyze the number of tickets by specified parameters, and much more:

Key indicators of customer service efficiency used in the report:

• number of received requests;
• how many responses were sent by support staff;
• the ratio between the number of messages from employees and customers (shows the level of understanding of requests, the speed of their solution, ideally from the first response);
• average time of the first response and dialog completion.

With the help of the Global Report, the listed indicators can be broken down by selected parameters, for example:

• which topic receives the most requests;
• which clients or companies are contacted more often than others
• which communication channels connected to the system are used more often.

You can also select several dependencies of any kind. For example, by CSAT (satisfaction index) - they will show that users are dissatisfied, for example, more with communication with the second support line or with certain topics. There can be many examples of such combinations.

This tool allows you to analyze the work of customer service in detail, to detect weaknesses and achieve high quality. Thus, you can get more detailed data on the level of customer support, and control the level of customer service more qualitatively: