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HELPDESK Omnichannel Analytics
Making data-driven decisions becomes simple with Freshdesk’s Omnichannel Analytics
Freshworks is the only “visionary” on the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center.
Get the report
With Omnichannel analytics, you get insights on performance across channels in one unified reporting experience. You’ll know when trends in one channel affect another. For instance, you’ll know if an increase in call volume affects ticket response time.
Get a birds-eye view of your team’s performance across channels. For example, if there's a spike in chat volume you can reroute those issues to the right agents who can help cover the extra load. This leads to faster response times and happier customers.
Sometimes, knowing what to measure can be the hardest part of making data-driven decisions. With Omnichannel analytics, you have access to meaningful reports that will help you get to the bottom of support issues. You can rest assured that you’re making the decisions that are certain to improve your team’s performance.
You can create beautiful reports from scratch. Every metric can be customized, every widget can be visualized differently, and you can drill-down into any issues that you spot on a report. You can customize and compare, chat, and phone, and ticket metrics from across channels to identify the right areas of improvement.
Save time from having to create reports from scratch. You can filter and drill-down to quickly identify issues.
Have your most important reports delivered regularly to your inbox by setting up schedules. Get your reports in a PDF format that includes data visualizations.
Apply filters and operators to your data as you go. Delve deeper and glean insights from your data along with the ‘AND’, ‘OR’, & ‘NOT’ operators, to sift through the complexity of the data.
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