Advanced support reporting & analytics

Make support reporting more advanced & add more support metrics including:

• Reopen rate - the percentage of conversations that users reopened

• Agent Handling Time / Active Work Time - the total time an agent actively worked on a conversation (read, responded, updated status, added comments)

• One-touch tickets - tickets that were resolved after only one interaction (one agent message), without further clarification or repeated user requests.

• Chats missed is a metric that shows the number of incoming chats that agents did not respond to in time or did not respond to at all.

• CSAT (Customer Satisfaction survey results)

• SLA breach rate and compliance

• Distribution by product area or label/tag

• Volume and breakdown by company, customer segment/tier

AI-powered insights:

• Automated sentiment/theme clustering

• Volume and trend detection