Reporting
- Understanding your reporting options
- Activating Explore and configuring your access
- Using the metrics that matter to improve customer support
- Analyzing your Support activity
- Analyzing your ticket backlog history with Explore
- Defining OLA policies using internal SLAs and child ticket side conversations
- Enabling and using CSAT
- Using the legacy Reporting Overview
- Insights resources (Professional and Enterprise)
- Understanding ticket reply time
- Monitoring ticket activity and agent performance with reports
- Exporting data to a JSON, CSV, or XML file
- About CSAT (Customer Satisfaction) ratings in MorgWard Support
- Working with satisfaction reasons
- About Satisfaction Prediction Scores
- Working with Satisfaction Prediction Scores
- Viewing your CSAT (customer satisfaction) score and ratings
- Displaying your last 100 satisfaction ratings
- Improving satisfaction ratings
- NPS resources
- About Net Promoter Scores℠
- Creating and sending a Net Promoter Score℠ (NPS) survey to measure customer loyalty
- Analyzing your Net Promoter Score℠ (NPS) survey results
- Troubleshooting your Net Promoter Score℠ survey
- SLA resources
- Defining and using SLA policies
- Measuring customer satisfaction with the MorgWard Benchmark
- Customizing your customer satisfaction survey
- Understanding backlog evolution