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Unique insight
and analysis from rich resolution data
Learning from the past to improve future service is critical to keeping
your customers satisfied. The Reporting & Analytics module provides
the tools needed to continuously measure, optimize, and improve all aspects
of knowledge capture and reuse, expertise sharing and issue resolution.
With ePeople, you get visibility into key issues such as:
- Why do complex incidents take so long to resolve?
- Where are my senior analysts spending their time?
- How can I resolve more issues at the first tier of support?
- What skill sets should I increase within my support organization?
- Which root causes are the most expensive and why?
You can also track performance on key indicators such as incident volume, resolution time, customer satisfaction rating,
individual activity and group activity levels. In addition to business management insight, operational managers gain immediate
visibility into all open requests, ensuring that teams are moving toward resolution. All request data can be exported to
3rd party applications.
The result: a richer, comprehensive view of your customers that can be used to improve customer interactions by providing
insight to sales and marketing departments as well as service and support organizations.
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Features include:
Standard reports
Among the standard reports available with are analyst activity, collaborative interaction, product problem volumes, customer-specific reports and user-specific personal history.
Real-time monitoring
With access to all open support issues, lets you monitor the real-time performance of your support team. Graphical charts provide an 'at-a-glance' status of activity within your entire installation. Support managers can monitor and review open issues and join team workspaces as needed.
Activity Codes
Tagging transcript entries allows for future identification and interpretation
of key elements of resoluton data. Activity codes enable team members and
managers to quickly scan through the request history to find the critical
nuggets of information. Activity codes are also used for knowledge categorization.
Searching for and finding common symptoms and solutions are made easier
with pre-defined activity codes.
Time tracking
The ability to track work time provides an insight into resource usage and type of effort needed to resolve problems. This information is critical in understanding staff utilization, incident cost, and customer profitability.
Custom reports
ePeople Teamwork's data warehouse is designed to easily provide custom reports. Your ePeople representative can show you how to gain a unique view of your data.
Data export options
Reports can be downloaded to Excel spreadsheets, or you can export detailed data via our XML-based Knowledge Feedback Connection Kit. This enables you to leverage valuable collaborative support information in your CRM applications, knowledge management systems and OLAP tools.
For more information, please contact us.
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