Communication Analytics for Support
Every ticket, call, chat and survey measured against your SLAs — first-response and resolution time, volume by channel, breaches, reopens and CSAT — so you can staff the queue, catch slips early and keep customers answered.
What Support watches
The signals that answer “are we answering fast enough, and are customers happy” — every tile shown by channel, queue and agent.
First-response time
How long a customer waits for the first human reply, by channel.
Resolution time
Time to close, and how it trends across queues and priorities.
SLA adherence
Tickets within SLA and the breaches that need escalation now.
CSAT & sentiment
Post-ticket survey scores and the tone of the conversation itself.
The service metrics that matter
Each one is captured on the ticket and the customer record — no separate help-desk export to reconcile.
- ✓ First-response and resolution time by channel, queue and priority
- ✓ Ticket volume and inflow by channel — call, email, chat, portal and social
- ✓ SLA adherence and breaches, with the clock visible on every open ticket
- ✓ Backlog, queue age and the oldest unanswered conversations
- ✓ Reopen and escalation rate — what came back after being closed
- ✓ Conversations and workload per agent and per shift
- ✓ Deflection through the portal and knowledge base
- ✓ CSAT and NPS from surveys, plus sentiment from calls and chats
The channels Support measures
Open any channel for its full metric set.
Call & Voice
Wait time, handle time, QA and sentiment on support calls.
Response time, resolution and sentiment on ticket threads.
WhatsApp & Chat
Response time, resolution, sentiment and deflection.
Portal
Logins, self-service and ticket deflection.
Surveys & Feedback
CSAT, NPS, sentiment and recurring themes.
Notifications
Status updates sent, delivered and opened.
Reports a support lead runs the floor on
Filter by channel, queue, agent, priority and date — or clone into your own dashboard.
SLA breach & risk
Tickets breached or about to breach, ranked so the queue is worked in the right order.
Queue & backlog age
Open volume and the oldest conversations waiting, by queue and priority.
Channel mix & inflow
Where tickets come from and how volume moves through the day and week.
Agent workload
Conversations, response time and resolution per agent and shift, for fair staffing.
CSAT & sentiment
Survey scores and conversation tone, with the themes behind low ratings.
Reopen & escalation
What came back after closure and what escalated, to fix root causes.
Built for the whole service team
Support leads
Watch SLA risk and backlog live, and move people to where the queue is slipping.
QA & quality
Score sampled calls and chats, and track reopens and sentiment to coach on the real conversation.
Workforce & planning
Use channel inflow and workload trends to staff shifts and plan coverage.
Every conversation on one ticket
Calls, emails, chats, portal activity and survey responses all attach to the same ticket and customer record the help desk, automation and reporting use. One unified data model means response time, SLA status and CSAT read from the same source — and a customer’s support history sits beside their sales and billing record, with role-based access, audit trails and India data residency throughout.
Support analytics questions
Yes. First-response and resolution clocks run on every ticket regardless of whether it came in by call, email, chat, portal or social, so SLA adherence and breaches are measured the same way everywhere.
From the surveys you send after a ticket, captured on the same record. Alongside survey scores, sentiment is read from the call and chat transcripts themselves, so you see both the rating and the tone.
No. You measure your own first-response, resolution and CSAT against your SLAs and targets. Any numbers shown in a demo dashboard are illustrative samples, not benchmarks.
The reopen and escalation report groups returned tickets by queue, agent and theme, so you can separate a one-off from a recurring gap and fix the cause.
See how Support communicates
Start free, or get a guided walkthrough — every ticket, call, chat and survey, measured against your SLAs.