Accountability and auditing are two of the most important tools for successful management of a customer help desk. You will never know for sure how much you have achieved, which areas you have failed in or who has been doing what, if you don’t have the right statistical tools at your disposal. Statistics and reporting are important in any sector but in customer service they could be the primary way to keep track of your team’s successes and failures.
Why Reporting Is Important
Statistics and reporting are the history of your business. Even if you are not buried in the past and are looking confidently into the future, statistics and reporting is not something you should overlook. It is very easy to say that the past is past and you disregard past operations but to really succeed you should be able to look back, evaluate efficiency and make improvements. When you can see your activities history at a glance, you can learn from mistakes (and avoid them in the future) or see if there are particular trends you need to pay attention to or perhaps tackle in the way of producing more documentation or literature for your customers. PerlDesk’s built in reporting gives you detailed reports about your help desk activity, so you can quickly see what has been going on in the past days, months and years.
How PerlDesk Reports Can Improve Your Efficiency
The reporting features of PerlDesk are of huge importance to a team leader or manager who wants to measure the performance of his or her team and improve support or customer communications. PerlDesk offers many reports and statistics, as seen from the screenshot below.
For instance, if you want to see basic data such as the average response time, the number of support requests, the number of accounts (users and staff), or the percentage of various submission methods (Web desk, via email, or staff logging), the Statistics page offers all this information. If you want to see more detailed data, such as tickets by assignment, tickets by department, priority, status (open, closed, hold), you can also view it from the Reports page. You can generate reports for any period of time and thus you can compare how your team performed over time. If you examine reports carefully, you can quickly see who from your team has the most open tickets, how long they have been open, who the most effective employee is, etc.
Who is logging the most tickets, to which department, what is the most common problem your customers have - and how are your staff at effectively managing these incoming requests… time to look at the PerlDesk Reporting modules!
Tags: help desk, help desk software, reporting, reports, statistics