Just pick your favorite metric and quickly get an overview of the performance of your top agents, groups and customers based on the metric. Quickly identify your top performers, and which customers keep your agents occupied the longest.
Agent Top-N Analysis
Agent Top-N Analysis gives you an in-depth report of how your agents are doing, based on the metric of your choice. It’ll save the day when you want to find out who your best reps are with respect to various metrics.
Group Top-N Analysis
Group Top-N Analysis gives you an in-depth report of how your agents are doing, classified by the group which they belong to, based on the metric of your choice. It is useful when you want to find out which groups are leading in terms of your choice of metric.
Customer Top-N Analysis
Customer Top-N Analysis allows you to find out who your top customers are, with respect to whatever metric you’d like to know about. This will give you a better picture of how happy your customers are, and what they want to know more about.
Quick guide to the Top-N Analysis Reports
Login to your helpdesk as an administrator/supervisor - someone who has access to the “Reports” tab.
Click on the “Reports” tab.
You’re required to enter the metrics, using which you’ll be performing the analysis, before the report gets generated. You can further customize the report and draw deeper insights by clicking on the “Edit” button to your left and changing the priority, type, source etc.