Over the next few quarters we'll be working on a range of improvements to our monitoring and reporting experience in Explore. We’d love to learn more about what you need, so that we know where to focus our efforts.
Currently, there is no unified dashboard to see the necessary multichannel metrics to understand SLA’s, team performance, forecasting and/or operational efficiency in Explore. We’ve heard from our customers that it would be useful to have this type of view, so we want to hear what metrics are important to you!
We are proposing a multi-channel dataset to enable our customers to monitor and report on their activity both in real time and historically across channels using Explore. While these improvements will take time to implement, we would love to hear more about your live monitoring and reporting needs that will help manage your organizations ticket volume and agents’ workload. It would be great to get feedback on why you use our monitoring tool and what the most important metrics are to you and your team!
If you are responsible for monitoring and reporting, or if creating and editing dashboards is your bread and butter- please fill in our quick 5-minute survey linked here- Live monitoring and reporting survey. We will close this survey for responses on Friday 11th of March.
Any thoughts or questions regarding the survey can be shared in the comment selection below and your feedback will be incorporated into our next research project. If you’re interested in participating in 1:1 conversations, please comment below and we will follow up with you!
Thank you for your time!
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