Desk.com Feature Tour | Business Insights: Make Business Decisions with Real-Time Data

Business Insights

Make business decisions based on key metrics.

With Desk.com business insights you'll be able to track and measure data in real time based on your support volume and agent performance. Understand where your cases came from, how they were handled by your team, and areas where you can improve.

Reports

Summarize case activity handled by your agents.

View, analyze, and gain insight from your customer service activity with 12 pre-populated reports, including an analytics dashboard. Track and measure data based on your support volume and agent performance in real time.

Agents Performance Reports

Quickly see just how awesome your agents are.

Agent performance reports are focused on the actions, achievements, and work performed by agents and groups. See how many cases agents opened, resolved, replied to, reassigned, or reopened - regardless of who the case was assigned to.

Labels & Macros Reports

Slice and dice information the way you want it.

Report and track labeled cases at various states of a case cycle, understand inbound inquiries from your customers, and see at a glance what's happening in your support center all in one easy-to-read dashboard with point-and-click analysis.