For each tab within InstantKB 2014 we now provide a dedicated reports page showing the key performance indicators for that tab. These indicators vary depending on the tab content type.
For support ticket / custom form tabs we wanted to provide reports to show you how effectively you’re responding to customer enquiries and to also help you identify problems within your support pipeline that should be resolved.
We do this within InstantKB 2014 by showing you inbound customer support enquires v’s outbound support agent responses visually within a chart overtime. This makes it easy to quickly identify if customers are receiving a satisfactory level of service from your support agents.
If you see lots of green in the ticket activity chart shortly after the red or blue series this means your customer support agents are quickly responding to customer questions. If you don’t see any green for a number of days or even no green at all your customers are not receiving a prompt response.
Alongside the new tickets over time report we now also identify the top support tickets and which customers took up the most time from your support personal.
All reports can be filtered by a specific date range. This lets you zoom out and see all support ticket activity for the last several years or zoom in and focus on activity after a recent product or service launch.
Our InstantKB 2014 BETA will be available for download in the coming days. If you're an existing InstantKB customers and would like to help us ensure our 2014 release is as robust as possible please don’t hesitate to comment below or contact us.
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