Optimize your team’s efficiency with new reports, support metrics, and more

We’ve completely redesigned our reporting experience, making it easier to get the insights you need to provide best-in-class support.

• Keep track of your support trends with our improved Conversations report, which includes new metrics for open, reopened, and snoozed conversations.

• Analyze how your team is handling and closing conversations with our new Effectiveness report. Plus, know how to make your support system more efficient by accessing new metrics like first contact resolution rate and average replies to close.
• Use our new Team performance report to monitor your team and benchmark individual performance. Help your team grow by seeing metrics like first reply time by team, conversations assigned by teammate and team, and more.

• Drill into your reports with new filters - including the new conversation data - so that you can understand what types of conversations are taking up your team’s time.
• Keep track of how your team’s doing and share your impact with others by downloading or subscribing to the Conversations and Responsiveness reports (beta). You can add other teammates to get a scheduled report, as well as customize the frequency, day, and time it’s sent.
• And, you can find all of your relevant reports in one place with our updated reporting navigation.

To see how it works, take a tour of our new Reporting features. For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.