Get a Free e11 Help Desk Software Demo |
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Reporting measures the effectiveness of your
support site over time. With an easy-to-use
interface, you can use our reporting
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and analysis tool to run pre-set standard reports or you can create new reports to
find, track, and measure data critical to
better understand the health of your support
organization.
Features :
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Measure the Effectiveness of
Your Online Support: Track
your customer self
service usage to better quantify
Return on Investment. |
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Support Staff Performance:
Measures average response times for
service requests and enables you to
track performance of support reps. |
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Analyze your Knowledge Base:
Identify your effective and ineffective
knowledge
base topics so you can proactively
take steps to improve or ensure your
knowledge
base quality.
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Tickets by Problem Type :
Get a real-time snapshot of top problem
areas in your organization enabling
you to reduce case volume by proactively
resolving these issues. |
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Service Requests by Origin :
Determine the common service request
channels used for logging customer inquiries
to help quantify the benefits of deflecting
support issues to more cost-effective
channels. |
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Track Backlogged Tickets :
Keep up to speed with your support load
at anytime by tracking the total number
of tickets backlogged from each period.
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e11’s reporting engine, you can practically
generate 100s of reports. Some of the reports
that you can generate using e11 help desk
software’s reporting
engine are: |
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- Activity
by User
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Monthly Ticket Volumes for Date Range
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Weekly Ticket Volume Graph for Date Range
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Open Ticket By Representative for Date Range
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Open Ticket By Category
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Open Tickets By Priority
- Closed
Tickets By Date Range
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Closed Tickets By Category
- Closed
Tickets By Priority
- Current
Open Tickets
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Open Tickets for date Range
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