Support Reporting
Building a fair conversation review sample
Define eligible conversations, draw a baseline sample and separate risk-triggered reviews so quality findings have a clear population.
Desk
Desk Reporting
Looks at the reporting support managers use to build rosters and improve response times.
Support Reporting
Checking storage and history limits
Check storage, attachments, customer-visible history and reporting windows in a proposed support plan.
Support Reporting
Checking the denominator behind support service metrics
Audit support percentages by identifying eligible cases, time anchors, exclusions and whether the unit is a ticket or an event.
Ticketing
Choosing customer support software
Choose customer support software by defining essential work, comparing plans and channels, and assessing Zendesk, Freshdesk, Help Scout and Intercom against your needs.
Support Reporting
Comparing reopened tickets with genuinely new issues
Classify why customers return, separate status changes from new problems and compare returned work using a consistent resolved-case cohort.
Support Reporting
Zendesk/Assembled scheduling, capacity forecasting features
Compare Zendesk WFM, Assembled and Amazon Connect on forecast inputs, staffing calculations, schedule controls and documented limits.
Support Reporting
Estimating queue demand from historical contacts
Define the arrival unit, build comparable historical intervals, adjust for known events and check a support queue forecast against actual demand.
Knowledge Base
Evaluating search quality with real customer questions
Build a customer-question set, check the right search surfaces and diagnose poor results before changing knowledge base content.
Support Reporting
Measuring first response and resolution time separately
Define separate clocks for first response and resolution, then check time anchors, office hours and cases missing a measured duration.
Support Reporting
Measuring whether a support technology change reduced customer effort
Define the affected customer journey, ask about ease, check repeat work and compare outcomes without overstating causation.
Support Reporting
Measuring whether quality reviews improve customer outcomes
Trace a QA finding through a support change to a defined customer outcome, without treating review scores as proof of improvement.
Support Reporting
Planning coverage without relying only on average handling time
Use arrivals, response targets, backlog, concurrency, shrinkage and skills alongside handling time to plan support coverage.
Ticketing
Reviewing incident response commitments with a vendor
Read availability, support and recovery terms against the support functions your team needs, including exclusions and claim routes.
Support Reporting
Support reporting technology
Choose support reporting technology by checking metric definitions, case coverage, plan limits and the records behind each chart.
Support Reporting
Support workforce tools
Learn how support workforce tools connect demand forecasts, staffing requirements and rosters, and which product limits to check.