Ticket & Message Reporting

Real time

This ticket report gives a real-time view of agent performance and service efficiency. This allows you to respond quickly to new issues and make adjustments on the fly – an essential within all ticket reporting systems.

Volume

The volume ticket report provides insight into the number of tickets your team handles over time. By comparing the number of open, replied to and closed tickets, you can monitor the timeliness of your team’s customer service.

Efficiency

Assess team performance as it relates to response times with our efficiency ticket reporting. Metrics for ticket response and resolution times can be broken down by agent, department or channel so that you can understand your team’s efficiency across all integrated channels.

“The reporting system within Comm100 is great. I can easily get in, find out the data I need and keep track on the team’s performance. I look at chat conversion rate, what pages they’re chatting with us on, opportunities, and so much more. It’s really great information for us to have.”

– Jana Gauvey, Marketing Operations Program Manager, Rand Worldwide

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Channel

The channel report tells you where tickets are originating from, and how that has changed over time. This ticket reporting gives you insight into which channels your customers prefer and helps you adjust your channel strategy accordingly.

SLA policies

This ticket report tells you how well your SLA policies are being adhered to. Measure response time, resolution time, and breach frequency at the agent and/or team level. This helps you identify which agents or departments need improvement.

Agent availability

The availability report tells you when your team is online and allows you track agent status changes over time. This tells you whether your team is sticking to the schedule you have set for them and ensures your helpdesk reporting metrics are running smoothly.

Canned message usage

Gain insight into how many times each canned message has been used within specific time ranges for essential helpdesk reporting. This helps you understand your most frequently asked questions and identify canned messages that need improvement.

“The analytics and ticket reporting that Comm100 offers are unmatched compared to other vendors. Other vendors didn’t get as deeply into real-time analytics and historical data. As an overall package, Comm100 provides everything that our company needs.”

– Jason Lee, Marketing Technologist, Phenomenex

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