Staff Report
The Staff Report page of the web based help desk solution
allows you to review detailed data on your staff and surveys.
From
the Staff Report page you can access 3 types of statistics,
each can be generated for a given time period, allowing
you to refine your statistics as much as you need.
The
Staff Live Chat Report provides details on live chat behaviors
for your customer support staff.
The
Staff Help Desk Report provides information on how your
staff are utilizing the help desk system.
The
Staff Help Desk Performance statistics provide you with
information on user ratings for your staff departments
as well as individual operators.
If
you select Saved Transcripts from the main page you can
search for transcripts of live chat sessions.
Field |
Description |
Search
Chat Transcripts by keyword: |
You
can search based on words that may occur in the
chat |
IP: |
You
can search based on the IP address of the chat
participants. |
User: |
You
can search for chats based on the user involved |
Staff: |
You
can also search based on staff involved |
Date
To, From: |
You
can also input a date range to search within. |
The
Staff Event Report search page allows you to search
for events within the staff calendar.
Field |
Description |
To-Do
Ticket Number: |
You
can search based on the ticket's number |
Category: |
You
can search based on what category the event is
listed as. |
Keyword: |
You
can search events by keyword |
Event
Date To, From: |
You
can search for events within a certain date range |
Status: |
You
can search for events based on their status |
Staff: |
You
can also search for events based on what staff
are involved. |
The
Search Engine will bring you to the calendar, where you
can also manage events.
From
the main page, you can access the Kbase Report page, which
allows you to view statistics on views of your knowledge
base. You can limit these statistics to a range
of time as well.
The
Survey Report page allows you to access information on
your surveys.
The
Survey Summary Report page provides you with a list of
surveys you can view details for. When you view
results for a survey you will see statistics on how users
responded to the survey.
The
Survey Detailed Report page allows you to search within
your surveys for results in a certain date range, results
are displayed on this page.
From
the Main page, the Live Chat Category link allows you
to search for live chat statistics based on category and
when they were added.
customer
support software
