Understanding analytics
Overview
Analyzing your team's performance through analytics can be a valuable tool in increasing efficiency and productivity. You can gather insights and generate reports on your team's performance by leveraging analytics. This article will outline the main analytics topics related to team performance analysis. It involves comprehending the various metrics, reports, and visualizations analytics provide.
Types of analytics reports
Overview Report.
The Overview report presents a concise summary of insights, allowing you to tailor the display of key metrics. You can better understand the data and uncover actionable insights to inform decision-making processes. Learn more about overview reports here.
Teammates' performance report
The report on Team Performance is a valuable resource for keeping track of your team's productivity, recognizing instances when your team is under excessive pressure, and assisting admins in making informed choices that prioritize customer satisfaction. Learn more about the Team Performance report here.
Conversations report
The Conversation report offers valuable insights into the lifecycle of conversations within your inboxes. Learn more about Conversation Report here.
Tags report
The Tags report monitors your team's conversation and tracks the total number of tagged discussions over a specific period. Learn more about Tags Report here.
Customer satisfaction report
The Customer Satisfaction report offers valuable insights into CSAT (Customer Satisfaction) metrics, presenting a comprehensive list of customers you have assisted and associated metrics. Learn more about the Customer Satisfaction report.
Data export
The Data export provides valuable insights into the significant trends surrounding your team's performance. Learn about Data export here.
Analytics Features
Navigating Analytics
Each Analytics report follows a user-friendly framework that is intuitively designed to enable you to easily customize and access the specific data you require. Learn more here
Main Metric details
Metrics allow you to measure and evaluate the performance of your team, individuals, or specific processes. Learn more here
Business Hours
To ensure accurate data capture in Analytics, it is important to establish business hours for your team. Learn more here
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