All-in-one dashboards
Customer service analytics across contacts, tickets, sales and team in one place.
Customer Service Analytics You Can Act On
Ready-made dashboards across conversations, tickets, sales and team performance - so you manage from data, not guesswork.
Why it matters
See what is really happening in support
Quality and speed
Track CSAT, response time and SLA adherence with conversation analytics.
Down to the agent
Agent performance metrics show load and outcomes per person.
Measure
Dashboards across every module
Ready-made dashboards cover the journey at once: contacts and conversions (visitor to customer), tickets and SLA adherence, sales and pipelines, campaign performance and team performance - speed, ratings and load per agent.
Support metrics software brings it together, so a customer service dashboard answers operational questions without building reports by hand.
Drill in
Conversation analytics and agent metrics
Conversation analytics breaks volume down by intent, an SLA matrix crosses channel against agent, and an hourly heatmap shows when demand peaks. Filter everything by agent, team, channel and period, then drill into the detail.
Agent performance reporting gives each person a personal view of their results, and customer experience analytics ties CSAT survey software scores back to the conversations behind them. Export any view to CSV.
What you get
Reporting that drives decisions
From high-level dashboards to per-agent detail.
Module dashboards
Contacts, tickets, sales and campaigns.
SLA & CSAT
SLA reporting software and CSAT survey software.
Response time
First-response and resolution time trends.
Agent metrics
Agent performance reporting and workload.
Conversation analytics
Volume by intent and channel.
SLA matrix
Channel-by-agent SLA breakdown.
Hourly heatmap
See when demand peaks.
CSV export
Export any view, including a personal agent report.
Customer service analytics across the whole operation
RolChat's customer service analytics give managers ready-made dashboards across conversations, tickets, sales and team performance. Instead of stitching together support analytics software from several tools, you get one customer service dashboard for the entire operation.
Quality and speed are front and center: CSAT survey software scores, first-response and resolution times, and SLA reporting software adherence. Conversation analytics breaks volume down by intent, while an SLA matrix crosses channel against agent.
Read more
Agent performance reporting gives every person a personal view of their results, and agent performance metrics show workload so staffing decisions are based on real demand. An hourly heatmap reveals when peaks happen, so you schedule the right people at the right time.
Customer experience analytics connects ratings back to the conversations that produced them, turning scores into action. Filter any dashboard by agent, team, channel and period, drill into the detail, and export to CSV - help desk reporting that informs decisions instead of decorating a slide.
Frequently asked questions
What can I report on?
Conversations, tickets, sales, campaigns and team performance - SLA, CSAT, response time and workload.
Can I see per-agent performance?
Yes. Agent performance reporting shows load, response time and outcomes, and each agent gets a personal report.
Can I filter and export the data?
Yes. Filter by agent, team, channel and period, drill into detail and export any view to CSV.
Does it track SLA and CSAT?
Yes. SLA reporting software tracks adherence and CSAT survey software captures satisfaction.
Manage from real data
Track SLA, CSAT, response time and team load in one set of dashboards.