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Support Analytics
Scores each support staff member's performance against fixed targets.
Overview
See how a staff member actually performs in support: response time, client satisfaction, first contact resolution and resolution rate, each scored against a target rather than just reported.
A short verdict line names the measures that fell short, so a performance review starts from figures instead of impressions.
How It Works
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01
Open a staff record
Support Analytics sits on the staff member's own record and fills as soon as the licence is active.
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02
Pick a period
Eleven ready-made ranges, from today to all time.
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03
Read the verdict
The line above the measures names whatever missed its target.
What It Does
- Per-staff performance, comparable across the team
- Response time, satisfaction, first contact and resolution in one view
- Every measure scored against a target, not just listed
- Small samples flagged, so one rating cannot look like a trend
Setup & Scope
- Required edition
- Starter and Pro (included with Business)
- Billing
- Monthly, annual or lifetime
- Setup
- Enabled automatically once added to your licence