Support.com® Cloud uses various combinations of the metrics described in Metrics (opens a new article) to generate a number of dashboards and reports that are categorized as follows:

  • Management: Obtain summarized metrics about the experiences your consumers are having with your Agents and Teams. See Management.
  • Path Design: See how your Paths are being utilized and spot potential areas for optimizations that can help you improve the level of service you provide to your consumers. See Path Design.
  • Agent Success: See how well your individual Agents are performing and areas for improvement. See Agent Success.
  • Reporting: Create your own custom reports. See Reporting.
  • Sample Data: Review and analyze sample data to familiarize yourself with navigating the Analytics section of Support.com Cloud. See Sample Data.


In addition to the standard view provided for each dashboard or report, Support.com Cloud allows you to perform a number of selections and customizations that enhance the usability of the data for your unique needs. You may do some or all of the following, as needed:

  • Use the ribbon at the top of the screen to perform various navigation and other functions. See Ribbon (opens a new article).
  • Apply one or more filters to limit the information presented to only that applicable to the selected filter(s). See Filters (opens a new article).
  • Zoom in for more a more detailed view of the selected subset of data. See Direct Selection (opens a new article).
  • Drill down into a specific piece of data for a closer look. See Drill Down (opens a new article).
  • Change how data is presented between various graphical and text treatments. See Visualization Options (opens a new article).
  • Save one or more selected filter(s) as a bookmark for later use. See Adding a Bookmark (opens a new article).
  • Export data in one of several formats (including printing data). See Chart Menu (opens a new article).
  • Collaborate in real time with one or more fellow user(s). See Collaboration (opens a new article).


Management

These reports provide a high-level overview of how your Agents and Teams are performing, the devices they are connecting to, your consumers, and survey responses from those consumers. See Metrics (opens a new article) for an explanation of the metrics used in these reports. The following Management reports are available:



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Executive Dashboard

The Executive Dashboard provides a high-level view of your Agents’ performance, including the speed of service delivery and consumer satisfaction. These key performance indicators (KPI) are presented as trends over time.


This report presents the following metrics:
  • Average Handle Time
  • Net Promoter Score
  • Session Volume


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Team & Agent Performance

The Teams & Agent Performance report provides a high-level view of your Team and Agent performance, including the number of sessions handled by each Team, average handle time, and consumer satisfaction.


This report also includes a scatter plot table indicating the relative performance of Agents or Teams in terms of speed and consumer satisfaction. In this table:
  • The vertical axis can represent either compliance (based on Path Completion) or consumer satisfaction (based on the Net Promoter Score). Click the button to toggle between these two options.
  • The horizontal axis represents the speed of service.
  • The size of a bubble represents the size of a Team relative to other Teams.
  • If you select a single Team, then the chart will update such that each bubble represents a single Agent. You can then click the arrow to return to Teams.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Team & Agent Comparison

The Team & Agent Comparison report allows you to compare the performance of two Teams or Agents. This can be especially helpful for testing a new policy or training by comparing a “control” Team or an “experimental” Team.



To select your desired comparisons:

  1. Click the appropriate button to select either Teams or Agents.
  1. Use the Pick two pull-down menus to select either two Teams or two Agents, as appropriate. You may type the names here if you prefer.
  1. Use the Choose a Metric pull-down menu to select the metric to use when comparing the selected Teams or Agents.


A chart appears showing the relative performance of the selected Teams or Agents.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


You may click the buttons at the bottom of the table to select the time period for which to view the comparison (Day, Week, Month, Quarter, or Year).


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Devices

The Devices report includes a variety of device-level metrics, focused around types and models of devices, and your support Team’s use of the Support.com Cloud Remote.


This report includes the following information by device model, which you can select by clicking the Device Type icons (up arrow):
  • Average Handle Time
  • Net Promoter Score
  • Number of devices connected
  • Time to Connect
  • Connection Rate
  • Resolution Rate
  • Connection Duration
  • Path Utilization

Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Surveys

The Surveys report provides information about how consumers responded to surveys sent to them by Support.com Cloud after their sessions concluded.


The default view for this report uses the following metrics:


Trends: This chart presents consumer survey response trends.


A series of buttons appears underneath the chart that allow you to select the desired time period (Day, Week, Month, Quarter, or Year) for which to view information.


This report also contains the following tables:

  • Survey Results – Averages: Provides averages for all of the surveys included in the selected time period.
  • Survey Results – Details: Provides detailed information for each survey included in the selected time period.


The Survey Results-Averages table presents the following information:

  • # of Sessions: Total number of completed sessions during the selected time period.
  • # of Surveys Sent: Total number of surveys sent to consumers during the selected time period.
  • Send Rate: Percentage of sessions for which a survey was sent to the consumer (number of surveys divided by the number of sessions).
  • # of Survey Responses: Total number of surveys returned by consumers during the selected time period.
  • Response Rate: Percentage of surveys returned by consumers during the selected time period (number of responses divided by the number of surveys sent).
  • Problem Solved?: Percentage of surveys for which the answer to the question "Did we solve your problem?" is Yes.
  • Recommend?: Average of all scores received during the selected time period, from 1 to 10, in response to the question "How likely are you to recommend us to a colleague or friend?"
  • Net Promoter Score: See Metrics (opens a new article) for an explanation of this metric.
  • Solved Quickly?: Average of all scores received during the selected time period, from 1 to 10, in response to the question "Based on what I was expected, the problem was solved quickly."
  • Easy to Understand?: Average of all scores received during the selected time period, from 1 to 10, in response to the question "The Agent was easy to understand."
  • Professional?: Average of all scores received during the selected time period, from 1 to 10, in response to the question "The Agent was professional."


The Survey Results-Details table presents the following information for each survey included in the selected time period:

  • Session: Session ID number.
  • External Ticket ID: ID assigned to the session in your third-party CRM application. If this custom field is enabled as described in Enabling/Disabling a Custom Field, you may use this as one of the search term(s) to help you find the session. This field may have a different name and/or accepted data format, depending on the unique settings for your company. Please contact your Support.com Cloud Administrator for assistance, if needed.
  • Responded: Whether (Yes) or not (No) the consumer responded to the survey.
  • Sent: Whether (Yes) or not (No) the consumer was sent a survey.
  • Problem Solved?: How the consumer responded (Yes or No) to the question "Did we solve your problem?"
  • Recommend?: Score from 1-10 given by the consumer in response to the question "How likely are you to recommend us to a colleague or friend?"
  • Solved Quickly: Score from 1-10 given by the consumer in response to the statement "Based on what I was expected, the problem was solved quickly."
  • Easy to Understand?: Score from 1-10 given by the consumer in response to the statement "The Agent was easy to understand."
  • Professional?: Score from 1-10 given by the consumer in response to the statement "The Agent was professional."
  • Lead Source: Source that the consumer selected using the How did you hear about us? pull-down menu.
  • Allow Contact?: Whether (Yes) or not (No) the consumer checked the Allow a representative to contact you regarding your feedback? checkbox.
  • Additional Comments: What the consumer typed in the Tell us your story text box, if anything.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Consumers

The Consumers report provides a detailed look at an individual consumer. This report includes an additional Search field to the left of the table that helps you narrow down the consumers in this report to a particular consumer by typing in some or all of a consumer name or email address. Also, selecting a single consumer in the table presents additional tables and charts with much more detailed information about the selected session.


The default view for this report uses the following metrics:
  • Average Handle Time
  • Net Promoter Score
  • Total Consumers Serviced
  • Average Sessions per Consumer
  • Table that presents the consumer email address, first and last names, and other session/device information.


Selecting a specific consumer presents detailed information about the consumer session(s) and device(s).


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Support.com Cloud Users

The Support.com Cloud Users report provides insight into how many users are accessing Support.com Cloud on a daily basis.


This report presents the following information:


  • Total users today: Number of Agent and Administrator users who have accessed Support.com Cloud on the current date, as well as the total number of users who have accessed Support.com Cloud.
  • Concurrent Users Table: Table listing the maximum and peak number of concurrent Support.com Cloud users by date.
  • Concurrent Users Chart: Chart visually depicting the maximum and peak number of concurrent Support.com Cloud users by date.


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Self-Support

The Self-Support report provides insight into the effectiveness of your consumer self-support offerings.


This report presents the following information:


  • Sessions: Number of self-support sessions for the selected time period.
  • Escalated to Live Help: Percentage of self-support sessions where the consumer escalated the issue to a live Agent.
  • Minutes per Session: Average self-support session duration, in minutes.
  • GPs per session: Average number of Guided Paths/Articles per session.


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Session Transfer

The Session Transfer report presents detailed information about session transfer activity within your support organization. You can also see how well your Agents are adhering to any Service Level Agreements (SLAs) that may have been defined as described in Configuring Session Transfer Options (opens a new article).


This report presents the following information:


  • Offered Sessions: Table listing the percentage of session transfers requests that have been accepted, rejected, or timed out on a per-Agent/Team basis.
  • Session Assignments: Total number of sessions assigned, requeued, and transferred on a per-Agent/Team basis.


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Path Design

These reports present detailed information about your Paths. See Metrics (opens a new article) for an explanation of the metrics used in these reports. The following Path Design reports are available:


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Path Dashboard

The Path Dashboard report highlights under-performing paths and helps you identify potential improvements that you or another user with Path Designer privileges (see Roles - opens a new article) can implement as described in Path Designer (opens a new article).


This report displays usage statistics for each Path, including percentage, handle time, Path and Step completion, resolution rate (based on consumer surveys), and the Net Promoter Score by Path. You can also view the average time for each Step within each Path.


In general, you should watch for the following trends:

  • Paths with incomplete steps that are being aborted often appear in red. These paths may have some serious issues that prevent them from reaching completion. Check the Path Designer (see Path Designer - opens a new article) for any mistakes or typos in the Step, and try running a simulation in a controlled environment.
  • Paths with many steps marked by Agents as Not Applicable appear in yellow. Investigate why Agents utilizing the tools in the particular Step, and possibly remove it from the Path if it proves to be extraneous.
  • A Path with a high average duration may have some particular Step(s) as the root cause that may not necessarily be marked as Not Applicable or Incomplete.
    When troubleshooting paths and steps, a recommended best practice is to select a Path that displays one of the issues described above, and then look at the results in the Path Steps chart to identify the root cause. Similarly, you can select a Path Step that follows one of the above trends, and then look at the Paths chart to determine both the Paths that Step appears in and the impact that Step has one one Path vs. another Path.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Path Optimization

The Path Optimization report displays the Paths that your Agents use most often that have the highest handle times, Steps that Agents use out of order, and the Steps that Agents use the least.


This report displays the following information:
  • Most Used Paths: The Paths that your Agents use most often. Selecting a Path in this table displays detailed information about that Path (described below).
  • Most Used Paths with High AHT: These are the Paths that your Agents use the most that have the highest Agent handle times.
  • Most Used Steps with High AHT: The Steps your Agents use the most often that have the highest handle times.


Selecting a Path in the Most Used Paths table displays the following detailed information about that Path:

  • Most Used Steps with High AHT: The Steps in the selected Path that have the highest handle times.
  • Step Sequencing: How your Agents reorganize the Steps in the Path while working with consumers, instead of running through the Steps in the order they were originally placed in the Path.
  • Least Used Steps: The Steps in the Path that your Agents use the least.
  • Resolved Rate: Percentage showing how many times the Agent marked a Step as Resolved compared to how many times the Agent started working on that Step.
In general:
  • Consider ways to reduce AHT for your most-used Steps, such as streamlining the Actions or reducing complexity.
  • Consider reorganizing Steps into the order in which your Agents actually use them within a Path.
  • Consider removing the least-used Steps.
    These ideas may help you decrease AHT while improving the consumer experience and satisfaction.

 

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Path Dispositions

The Path Dispositions reports displays how Agents ended individual sessions. This report displays the following information:

  • Session: Session ID number.
  • Date: Date and time of the session.
  • Path: Name of the Path the Agent used during that session.
  • Step: Step at which the Agent ended the session.
  • Question: Last Question viewed by the Agent before ending the session.
  • Answer: Last Answer selected by the Agent before ending the session.

 

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Decision Points

The Decision Points report displays how Agents are using the Decision Points included in Paths. The top of this report displays the number of published Paths with Decision Points, how many Agents have used those Decision Points, and the total number of times those Agents used Decision Points.


The upper table in this report displays the following information on a per-Question, per-Answer basis:

  • Path: Name of the Path.
  • Step: Step that contains the Decision Point.
  • Step Type: Indicates whether the step is Static (the user manually navigates the decision points) or Dynamic (the system retrieves information from other business systems to choose the correct path).
  • Question: Question in the Decision Point.
  • Answer: Each Answer in the Decision Point appears on a separate table row.
  • Selected: Number of times each Answer was selected.
  • Percent: Percentage of the time this Answer was selected over other available Answers to the same Question.


The lower table in this report displays the following information on a per-session basis:

  • Session: Session ID number.
  • Date: Date of the session.
  • Path: Path included in the session.
  • Step: Step in which the Agent saw the Decision Point.
  • Step Type: Indicates whether the step is Static (the user manually navigates the decision points) or Dynamic (the system retrieves information from other business systems to choose the correct path).
  • Question: Question that appears in that Decision Point.
  • Answer: Answer: Answer that the Agent selected at this Decision Point.

 

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Agent Success

These reports present detailed information about how individual Agents are performing, including how individual sessions are handled and the timeline for Paths handled by that Agent. These can be be especially helpful for supervisor and quality Teams who meet with Agents one-on-one for performance reviews. See Metrics (opens a new article) for an explanation of the metrics used in these reports. The following Agent Success reports are available:


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Agent Scorecard

The Agent Scorecard report provides a week-to-week view of individual Agent performance, including the number of sessions handled by each Agent, average handle time, resolution rate, and Path/Step completion.


This report includes an additional Search field to the left of the table that helps you narrow down the Agents in this report to a particular Agent by typing in some or all of an Agent name or email address. Also, selecting a single agent in the table presents additional tables and charts with much more detailed information about the performance metrics for that individual Agent.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Session Details

The Session Details report provides a detailed look at an individual session. This report includes an additional Search field to the left of the table that helps you narrow down the sessions in this report to a particular session by typing in some or all of a session ID number. Also, selecting a single session in the table presents additional tables and charts with much more detailed information about the selected session.


The default view for this report uses the following metrics:
  • Average Handle Time
  • Net Promoter Score
  • Table that presents the session number, date and time the session was created and last updated, handle time, and the number of Agent(s), Path(s), and connected devices associated with that session.

Selecting a specific session presents detailed information about the Agent(s), device(s), and Path(s) involved in that session.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Path Timeline

The Path Timeline report details the execution of an individual session. In addition to the tools in the ribbon (see Ribbon - opens a new article), a table appears in this report that allows you to select a single Path for detailed viewing.


Selecting a session displays detailed timing for each Step in the Path used during that session, along with the status for each Step.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Reporting

This section allows you to build custom reports. You can also see how a selected metric changes over time, and see a breakdown of device services provided. See Metrics (opens a new article) for an explanation of the metrics used in these reports.The following Reporting reports are available:


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Report Builder

The Report Builder allows you to select a metric and dimension. See Metrics (opens a new article) for a list of the metrics used in this report. To build a custom report:

  1. Select one or more metric(s) by clicking your selection(s) in the Metrics list. A selected metric has a green checkmark next to it. If you select a metric by mistake, clicking it again will deselect that metric.
  1. Choose one or more dimensions by clicking your selections(s) in the Dimensions list. A selected dimension has a green checkmark next to it. If you select a dimension by mistake, clicking it again will deselect that dimension.


A table will appear that displays your selected metric(s) and dimension(s).


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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The Trends report shows how your selected metric changes over time. To generate a report:

  1. Select the metric to track using the Choose a Metric pull-down menu.
  1. Click the appropriate button beneath the chart to select your desired display period (Day, Week, Month, Quarter, or Year).


The chart will display the trend for the selected metric for the selected display period.


Please see Selecting Information (opens a new article) for information on how to customize the data that Support.com Cloud presents in this report.


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Sample Data

The Sample Data reports in contain a read-only set of sample data to help familiarize you with navigating Support.com Cloud without affecting any of your live company data. This can also help familiarize yourself with using the Analytics function if you are new to Support.com Cloud and have not amassed data yet. The following sample reports are available:


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