How to Access Summary Report
The Summary Report section within ProProfs Help Desk provides valuable insights into your overall performance. It allows you to assess critical aspects of your customer support operations. This section offers a comprehensive overview of various metrics, enabling you to make data-driven decisions to optimize your support strategy.
To access Summary Report, go to Reports on your ProProfs Help Desk dashboard. The Summary Report page will open by default. Customize your report preference by selecting inbox, user, frequency, and duration.
Here you will find the below subsections:
1. How Are We Performing?
2. New Tickets, Replied Tickets, and Pending Responses
3. Are We Getting Busier with More Tickets?
4. How Many Tickets Are We Replying To?
5. How Many Tickets Are We Replying To?
6. How Do Customers Rate Their Experience with Our Team Members?
7. How Long Do Customers Wait to Get the First Response from Our Team?
8. Are Customers Rating Their Experience?
This subsection focuses on evaluating your overall performance by analyzing key performance indicators. It provides a graphical representation of data, allowing you to assess your team’s efficiency, response times, and customer satisfaction ratings. By understanding how you are performing, you can identify areas of improvement and implement necessary measures to enhance your support services.
In this subsection, you can track the status of your tickets. It clearly distributes unused tickets, replied tickets, and pending responses. By monitoring these metrics, you gain visibility into the ticket flow, ensuring timely responses and resolution.
This subsection helps you gauge the ticket volume trends over time. Analyzing the data lets you identify whether your support team is experiencing increased ticket volume. This information is crucial for resource planning and managing workload effectively.
Here, you can access information on the number of tickets your team has responded to within a specified period. By tracking response rates, you can evaluate your team’s efficiency and identify areas for additional resources or process improvements.
This subsection provides insights into customer satisfaction ratings. It allows you to assess how customers rate their experience with your support team. By understanding customer feedback, you can recognize exemplary performances, address any areas of concern, and ensure consistently high-quality service delivery.
This subsection focuses on response times. It helps you measure the average time it takes for your team to provide the initial response to customers’ tickets. You can identify bottlenecks in your support workflow by monitoring response times and implementing strategies to reduce customer wait times.
In this subsection, you can evaluate customer engagement with the rating system. It provides data on the number of customers who rated their support experience. By monitoring customer ratings, you can assess the effectiveness of your support interactions and make necessary adjustments to enhance customer satisfaction.