Feature Deep-Dive
Analytics & Reporting
Measure, understand, and improve your customer support with powerful, easy-to-understand analytics.
Central Analytics Dashboard
Get a real-time, bird's-eye view of your entire support operation. Our main dashboard highlights the most important Key Performance Indicators (KPIs) so you can understand your team's workload and performance at a glance.
Track ticket volume over time, see your busiest hours, monitor first response times, and keep an eye on your overall customer satisfaction score. This data helps you manage staffing and identify emerging trends before they become major issues.
Response & Resolution Time Tracking
Speed matters in customer support. Our reports allow you to measure how quickly your team is responding to new tickets (First Response Time) and how long it takes to fully resolve them (Resolution Time).
You can analyze these metrics by agent, team, or ticket category to identify bottlenecks in your support process. This data is essential for setting realistic Service Level Agreements (SLAs) and ensuring your team is meeting customer expectations.
Agent Performance Reports
Understand how your individual team members are performing. Our agent reports show you how many tickets each agent has resolved, their average resolution time, and their individual customer satisfaction scores.
This data isn't for micromanaging; it's for coaching. Identify your top performers and learn from them. See which agents might need additional training or are overloaded with complex tickets. It's the key to building a consistently high-performing team.
Customer Satisfaction (CSAT) Surveys
Measure what truly matters: your customers' happiness. After a ticket is resolved, you can automatically send a simple, one-click survey asking the customer to rate their experience.
Track your overall CSAT score over time and view ratings for individual agents and tickets. This direct feedback is the most valuable data you have for understanding your service quality and identifying opportunities to delight your customers.
Stop Guessing, Start Improving
With clear, actionable insights, EkaTantra Support helps you build a more efficient, effective, and customer-centric support team.