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Company Updates, Product Updates

Announcing Next Generation Business Insights for

At, we have always believed in providing our customers with cutting edge, industry leading functionality – from an out-of-the-box setup, to an intuitive superfast agent interface.  Today, we are excited to announce New Business Insights,’s next generation Reporting and Analytics. is the only customer service application on the market today to offer real-time reporting and customisable analytics right out-of-the-box, built 100% native to the platform.

“’s Business Insights has cut the amount of time it takes me to analyze my support metrics from a full day to only two hours!

- Bill Thompson, Guru of Customer Happiness , Olark

With New Business Insights you can make better decisions about the performance of your customer support team using powerful, out-of-the-box, pre-configured reports.

Overview Report:

When you launch New Business Insights the first report you see is the Overview Report.  This gives you an at-a-glance summary of all your key performance metrics, across all your support channels such as Cases Created from Twitter and Facebook, or Average Handle Times (AHT) over email and phone.

Overview Report

The intuitive user interface also allows you to easily compare week over week or month over month performance trends, identify and analyze outliers, and filter information by channel.

Groups Report:

The Groups Report gives you insight into how your customer support team as a whole is performing.  If your support team is organized into multiple teams dedicated by geography or region or product line, you can easily compare the relative performance of each of your teams across all your key performance metrics, by channel.

Agents Report:

For insight beyond the groups report, drill down into an Agents Report to easily identify top performers and focus in on areas of improvement. View individual agent’s performance over time and identify training opportunities with an Agent Details report for each individual agent.

Labels Reports:

With the Labels Report glean key insights about anything that’s relevant and important to the success of your business. Whether your support team is tagging cases pertaining to a particular version of your product, or alerting management of an unhappy VIP customer, the Labels Report makes it easy to take action.

Custom Fields Reports

The Custom Fields Reports allows take advantage of the versatility of custom fields you create yourself to generate reports about anything – from most requested features to issue categories.  You can then apply the powerful and flexible filtering capability to easily identify key focus areas in your product or support process.

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 Customize and Share

While these reports come pre-configured out of the box, they are easily customizable to meet your company’s unique needs. Whether you’re narrowing down dates, looking at specific channels, curious about high-level trends or want to dive all the way down to case-level detail, each report can be tailored to focus in on what’s most important to you.

Once you’ve customized a report based on your requirements, you can quickly save it  to your favorites for instant access – or export your data and share it with anyone in your company that needs to access performance metrics to make critical business decisions.

Using the New Business Insights, the value of the reporting platform goes beyond your support team – everyone from your CEO to your Product Managers can use key customer interaction metrics to make better business decisions.

To learn more about the power and flexibilty of the New Business Insights, check out our Support Center:



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