This section basically helps the partners analyse trends on and Support issues.
Support Reports have been broadly classified into the following categories:
Support Dashboard gives you information on the following aspects:
Customers that reached you
Resolutions
Calls escalated to the next level
Ageing analysis for pending calls
Summary of articles searched on KB, Customers Supported with Articles from KB, Top and least viewed articles and articles requested by the customer.
Quality review analysis
Resource utilization
Summary of Tasks and Appointments
Customer Support
Repeat Call Summary gives you the summary of repeated calls from a serial number
Ticket Summary gives you the ticket summary for the calls received
Interaction Summary gives you the summary of interactions using various modes
Executive Task Summary displays the number of tasks completed, pending, overdue and cancelled for an executive
Ageing Analysis
Pending Issue Ageing Analysis displays the opening balance, issues received and issues pending based on the ageing days.
Resolution Time Analysis displays the opening balance, issues received and issues resolved based on the ageing days.
Executive wise load summary displays the number of pending issues on hourly basis for each executive.
Executive Action
Executive Action Summary displays the interaction and ticket summary for the executive based on the mode selected.
Executive Task Summary displays the completed, pending, overdue and cancelled tasks for an executive.
The Tally.CRM has numerous reports which are made available based on the role you play within the Eco-system.