Use the service analytics pages
User and account summaries, a breakdown of cases by any field, and live queue and alert lists — the Analytics menu from MetriCRM 3.
For: Supervisors, managers and adminsSteps
- Open Reports. Under Analytics, choose User summary for each person's cases, emails, chats, calls, sales and survey scores.
- Choose Account summary for each customer's activity, open deals, invoices, overdue balance, survey score and health.
- Choose Breakdown and pick a field — Source, Ticket type, Disposition, Priority, Team, Person, Status, or a picklist field such as Branch or Product — to see volume, share, change, SLA, response and resolution times and CSAT.
- Choose Queue list to see each team queue right now: waiting, unassigned, oldest wait, at risk, breaches today and agents online.
- Choose Alert list for SLA warnings, breaches, escalations and long queue waits, with what happened next.
Good to know
- Branch and Product lists come from picklist fields you add to case categories.
- Every figure counts only the records your role allows, and most numbers open the records behind them.
- The Queue list refreshes by itself while it is open.
Still need help? Contact support