Using Kapture’s reporting tool, generate 500+ reports in any format that works for you using the relevant performance metrics. Dig deeper into your customer service operations and gain invaluable insights. Filter information based on the performance of the entire organization or an individual employee. You can even filter the source through which a lead was generated.
Keep proper track of your agents’ performances through agent productivity reports. View the number of tickets assigned to an agent, the status of the ticket (closed, open, and pending) and the time taken by each agent to close the assigned tickets. This way you can know where they stand.
Now you can generate real-time reports and view the status of each of your tickets. View if a ticket has been assigned to an agent and what the status (pending or closed) of it is. With a unified dashboard on the service CRM software, access information on-the-go and make quick and well-informed decisions.
Get a detailed view of all the generated leads source-wise and know which portal needs your attention the most. Know how your customers are choosing to interact with you by viewing the overall source-wise report. If one particular source is opted more, that tells you where to focus. It is a good way to promote your brand.
Monitor your agents’ productivity through call reports and know how many inbound/outbound calls take place in a day. View individual agent’s reports and see how many call were received, not answered, and total duration of each call. The entire call reports gives you an idea about what can be improved on and what you are doing right.
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