Introduction
Richpanel's reporting suite provides businesses with critical insights into their customer service operations. The Reports Overview acts as a centralized hub for various types of analytics, each designed to deliver targeted insights into different areas of customer service.
Prerequisites
Access to the Richpanel dashboard with reporting privileges.
Familiarity with customer service KPIs and metrics.
Understanding of your business's customer service processes and goals.
Types of Reports
The Reports Overview in Richpanel is your starting point for in-depth analytics on customer service performance:
- Conversations Overview: Delve into conversation metrics, including volume, response, and resolution times, to gauge the effectiveness of customer interaction management.
- Team Activity: Monitor your support team’s productivity and efficiency with insights into conversation handling, average handling time, and individual team member activity.
- Revenue from Agents: Assess the financial impact of your agents by examining metrics related to sales contributions through customer interactions.
- Self Service Performance: Evaluate the usage and success of self-service options, identifying opportunities to enhance customer engagement and autonomy.
- Satisfaction Report: Understand customer satisfaction through feedback mechanisms like NPS and CSAT to determine service quality.
- Revenue Report: Get a comprehensive view of the revenue driven by customer support, segmented by channels or individual agents.
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