Freddy AI for CX
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By Use Case
HELPDESK Analytics - Curated Reports
Use curated reports to get an instant overview of your helpdesk’s performance, customer happiness, and your team’s performance.
Being a helpdesk know-it-all can surely help! One glance at the Helpdesk In-depth report, and you’ll have all the information about where your support tickets are and how efficiently they’re being moved across the ticket lifecycle.
It doesn’t stop there! You can also learn from your past by looking at your Ticket Volume Trends report and arm yourself for what’s coming. With insights on your helpdesk performance, you’ll always stay in control of your customer support.
A collective pat-on-the-back from your customers is the boost your support team needs and deserves. Use the CSAT survey report to know how your customers feel about your support.
Identify opportunities to craft better experiences using our Top Customer Analysis report. Understand which of your customers have interacted the most with your agents, the kind of tickets they’ve raised, and how efficiently you’ve been resolving them.
Get a bird’s eye view of how your team is performing on the key support metrics through the Performance Distribution report. Supplement it with the Ticket Lifecycle report to learn how long your resolved tickets have spent in each stage of the ticket lifecycle, and iron out the kinks in your process.
Top it off with the Agent and Group Performance report to carry out a range of productivity hacks. Drive action towards pending tickets, optimize agent ticket load, and even your staffing needs.
With customizable dashboards, stop at nothing to achieve a well-oiled support helpdesk. Help your agents and other groups stay in the know by setting up dashboards that give them concise snapshots of their workload, issues that need their attention, the impact they’ve created and a lot more!
Empower your agents and groups to prioritize and track their performance using bespoke dashboards tailored for your needs.
Get key insights into your knowledge base performance at a glance without any manual work.
Go a step further and identify the top articles or agents influencing your knowledge base metrics so that you can optimize the content creation process.
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