Dashboard (or Analytics) - new module in HelpDeskEddy (05.24.2021)

Dear customers,

We are pleased to tell you about new features in HelpDeskEddy. We have a large number of reports that involve analytics on historical data. Our platform is designed for working with a large amount of data and the reports perfectly cope with the task of detailed analysis of customer service. Reports, of course, perfectly cope with the task of monitoring the work in real time, but for operational analysis of the current situation is enough the simpler data which will be displayed in graphs.

We are pleased to present you a new module: Dashboard (or Analytics). It is designed primarily for understanding the current situation in your customer service and allows you to evaluate the situation in the context of the last day/week/month, and the current load on your operators.

Let's analyze the available charts in more detail:

  • The information on how many requests and in what status they are in the selected period is available at a glance. Thus, you can see at a glance how many requests have been executed today;
  • How many requests were received and from which channel (if you selected a period of a day, the dynamics is displayed by hours);
  • Requests received by channel;
  • Customer Satisfaction Index;

These charts give you a clear idea of what your call center load is and how it changes during the day or day of the week. Also you can see at a glance which communication channels are the most demanded, and thus you can efficiently allocate your team's resources.

The next section allows you to quickly analyze your SLA and channels. The charts provide information on how you are coping with the responses within the SLA deadlines, as well as information on the average response time by channel.

The possibility of controlling the status of your agents and automatic allocation of requests to them is becoming more and more popular. We've added a new section in the analytics for controlling your agents, where you can see in what status and for how long each of your operators is.