The reporting dashboard and options found in TeamSupport

TeamSupport

B2B Customer Support Software

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The reporting dashboard and options found in TeamSupport

Video Transcript

Speakers in this video: Jimmy (GetApp) and Robert (TeamSupport)

Robert: Let's talk about reporting real quick. We looked at the dashboard earlier. If you recalled, a dashboard has a number of graphs on it and all these graphs and all these data on the dashboard. Of course, we can put textual data on the dashboard as well. It's created through a reporting system. We really think this is a big strength in TeamSupport.

All the reporting ... system is all wizard based. It's very easy to create a report. All real-time data. There's no delay in the data and it's included in everyone of our packages as well. We're not charging more for extra reporting tools. But we've got the ability of doing a number of different types of reports.

We can do a straight tabular report just to pull up data out of the system. We can do summary reports to find averages or totals across different types of data. We can do charts as well. And we can even do ticket view which is another way of looking at tickets. And also, we can take an external piece of data, ... in TeamSupport to allow us to display it on the dashboard.

For example, we can pull up a tabular report which is simply ... to have lot of information about our companies and the tickets they have in them. We can also look at graphical reports so we can pull up, for example, a graphic that shows the different hour of the day the tickets were most created.

In this particular case, we see a lot of tickets that are created in the early afternoon. So we've got a spike in the morning and then a spike in the afternoon. This would be a histogram of when tickets are created during the day.

We can also look at different time period and then when tickets are created and what groups are created for. So we can see here in Q2, we've had a lot of tickets by the customer service group ... tickets created in the customer service group in Q2 in 2015.

So we can look at data a lot of different ways. We can slice it. We can dice it. We can show it in the dashboard. But a lot of really powerful ways to look at data in the ... out of the system to give you the data that you want about your customers and about your customer interaction.

Jimmy: This is great. Can we see how we would maybe customize that initial dashboard?

Robert: Sure. Dashboards actually are really easy to customize. We can do a number of different things. Number one, we can literally just drag and drop reports so I can take this Ticket Source and move it up here so it swaps places with the Open Severity By Agent.

We can also easily - we'll go up here and we'll add another report so let's see here. Let's add that. We'll add that at the bottom and there it is. We have it pretty small so we can add it larger.

This is a chart of our tickets by customer. I going to make it a little bit larger so you may edit this and make it medium width. I'm also going to make it medium height so we can open up a little bit. There we go.

So now we see, on this case, that the top handful of customers, we see the number of tickets that are opened by them. We can see, in this case, we have 38 medium tickets by Monsters Inc. and 16 high priority tickets from Monsters Inc. And again, this is just a high priority or high volume customers.

So again, it gives you a very immediate look and see what information or what tickets are opened by your customers and potentially where you might want to spend your resources as well.

But everybody's dashboard is unique. Everybody's dashboard can be customize to see just the data that's important to them. And again, our reporting is we're going to report pretty much anything in the system and a very powerful yet easy to use function within TeamSupport.