Introduction
Welcome to the guide on how to use the First Response Time for Issues feature in Empress. This feature is a powerful tool that allows you to monitor and improve your business’s customer service effectiveness.
With First Response Time for Issues, you can track how quickly your team responds to issues raised by clients or within your organization. This feature is crucial in helping businesses improve their service delivery, customer satisfaction, and efficiency.
Understanding the Feature
The First Response Time for Issues feature provides a comprehensive report that displays:
- The date a particular issue was created (creation_date).
- The average time it took for your team to respond to issues created on that date (avg(mins_to_first_response)).
This feature is accessible to users who are part of the “Support Team” role.
How to Use the Feature
Viewing the Report
To view the First Response Time for Issues report, follow these steps:
- Navigate to the “Support” module.
- Select the “First Response Time for Issues” report.
You will see a table showing the date issues were created and the average time taken for the first response.
Editing the Report
As a business user, you might want to adjust the report’s parameters to better suit your needs. You can do this by:
- Clicking on the “Edit” button at the top of the report.
- Adjusting the query to filter by different dates or to modify the columns displayed.
Remember to consult with your IT team or a knowledgeable colleague if you’re unsure about adjusting the query.
Sorting the Report
Sorting the report can help you better understand your data. To sort the report:
- Click on the column header you want to sort by.
- Choose either ascending or descending order.
User Roles and Permissions
This feature is available to users with the “Support Team” role. If you’re unsure about your role or need access to this feature, kindly contact your system administrator.
Summary
The First Response Time for Issues feature is a valuable tool that helps businesses monitor and improve their response time to issues, leading to higher customer satisfaction and better service delivery. By understanding how to view, edit, and sort the data in this report, you can make the most of this feature in your daily operations.
For further assistance, please refer to our additional resources or get in touch with our support team.