Pursuit of the right intelligence is always a top priority for customer support managers. In order to make correct decisions, they require easy access to operational data. Metrics such as response and resolution turnaround times for key accounts, agent worklog time, first call resolution for level one queries, and customer satisfaction level can offer key insights on operations. More often that not, this data is available only with complex database queries. As a result, support managers often miss out on the insights and analytics they need to make effective decisions.
SupportCenter Plus now integrates with Zoho Reports, a cloud-based, highly secure business intelligence (BI) platform to address these pain points. With this new platform, support managers can:
Zoho Reports, with over one million users across the globe, enables you to easily and intuitively create business intelligence reports. You can create graphs and charts, including any fields of your choice, with a simple drag-and-drop interface. Further, you can extract important information from your support desk data and proactively make critical management decisions.
Zoho Reports - Closed Requests Trend Report
Zoho Reports - Request Completion Trend Report by Technician
Zoho Reports - Request Summary Report by Technician
Zoho Reports - SLA Dashboard
Zoho Reports - Tickets by Nature of Request
Zoho Reports - Top 10 Requesters
Easily create fine-grained reports on customer support operations with a drag-and-drop interface, and without complex database queries.
Access to over 65 ready-made KPI reports, including:
A wide range of visually appealing charts, tables, and summary reports.
Personalized dashboards for consolidated views of key analytics.
Share data and reports for collaborative analysis and decision making.
Embed reports and dashboards across websites, intranets, blogs and applications
Automatically generate and email reports.
Access to cloud-based reports from various platforms such as web, tablet, mobile, and more, anytime.
The Zoho Reports add-on is compatible with SupportCenter Plus build 8003 and above.
If you are using the Professional or Enterprise editions of SupportCenter Plus, you can set up a Zoho Reports account (the standard plan accomodates five users and 500,000 rows) with a 30-day free trial. After the trial period, we recommend upgrading your Zoho Reports account to a paid plan or purchasing it as an add-on for maximum benefits.
Follow the steps below to subscribe to any paid plan of Zoho Reports:
Note: This integration will still work with the free version of Zoho Reports, but will only accomodate two users and 10,000 rows.
For further queries, please drop a mail to supportcenterplus-support@manageengine.com