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Historical data refers to the interaction history that exists between your organization and any customer. This data can be consolidated at an organization level and used to forecast the workload for support teams. Historical data can be comprised of various data points such as:

  • Number of queries, tickets or service tasks associated with a customer
  • Average number of interactions before remote problem resolution
  • Average number of customer visits before problem resolution 

This data can help determine the quality of service your team delivers, or set price points in case you charge for support.