Guides

How to use: Access reports by clicking the "Reports" or "Analytics" tab in the navigation menu. Start with the dashboard overview that shows key metrics at a glance—response times, ticket volumes, and customer satisfaction scores. Use the date range selector at the top to view data for today, this week, this month, or a custom period. Click on any metric or chart to drill down into more detailed information. Generate a team performance report by selecting "Team Reports" and choosing the time period—this shows how many tickets each person handled, their average response time, and customer ratings. Export any report to Excel or PDF using the "Export" button for sharing in meetings or keeping records. Set up automated reports by clicking "Schedule Report" and choosing email delivery frequency—daily, weekly, or monthly. Filter reports by channel (email, chat, phone) to see which communication method is busiest. Use the "Trends" view to compare current performance against previous periods and identify improvements or declines. Create custom reports by selecting "Custom Report Builder" and choosing which metrics to include. Save frequently used reports for quick access later. Share reports with managers by clicking "Share" and entering their email addresses.