Empress Guide: Enhancing Operations with Support Reports

Guides & Tutorials
1

Introduction

Welcome to your guide on using the Support Reports module in Empress. This feature is designed to offer valuable insights into your support team’s performance, helping you understand and improve your operations.

Understanding the Importance of Support Reports

In the business world, effective customer support is crucial. The Support Reports module in Empress is designed to provide a detailed analysis of your support staff’s response time, the types of issues they handle, their priorities, and timelines. By understanding these elements, you can identify areas of improvement, streamline operations, and enhance overall customer satisfaction.

Feature Overview

Let’s explore some of the key reports in the Support module:

First Response Time for Issues

This report provides a day-by-day summary of the average time it takes your team to respond to issues for the first time.

To access this report:

  1. Click on ‘Home’.
  2. Move to ‘Support’.
  3. Click on ‘Reports’.
  4. Choose ‘First Response Time for Issues’.

Issue Summary

The Issue Summary report offers a comprehensive overview of reported issues. You can refine this report using filters such as ‘Customer’, ‘Assigned To’, ‘Issue Type’, and ‘Issue Priority’.

This report allows you to:

  1. Track the number of Open, Replied, Resolved, and Closed issues for each customer.
  2. Determine the total number of issues raised by a customer.
  3. Monitor the number of issues for which the Service Level Agreement (SLA) has been fulfilled, failed, or is ongoing.
  4. Understand key support metrics such as Average First Response Time, Average Response Time, Average Resolution Time, Average User Resolution Time, and Average Hold Time.

To access the Issue Summary report:

  1. Click on ‘Home’.
  2. Move to ‘Support’.
  3. Click on ‘Reports’.
  4. Choose ‘Issue Summary’.

Issue Analytics

The Issue Analytics report offers a count of issues over time, providing a valuable perspective on your support operations’ trends. The data can be sorted based on parameters such as ‘Customer’, ‘Assigned To’, ‘Issue Type’, and ‘Issue Priority’.

To access the Issue Analytics report:

  1. Click on ‘Home’.
  2. Move to ‘Support’.
  3. Click on ‘Reports’.
  4. Choose ‘Issue Analytics’.

Conclusion

With the Support Reports module, Empress provides a powerful tool for businesses to analyze their support operations and make informed, data-driven decisions to improve customer service. Remember, customer satisfaction is key to business success, and understanding your team’s performance is the first step towards achieving it.

For more details or assistance, please refer to the Empress user guide or contact our support team.