Grispi’s powerful reporting system allows you to better understand your business processes and optimize customer service performance. With Grispi, you can report information about your requests and agents.
- You can access the reporting module by clicking on the Reports field on the left side of the Grispi main screen. This area offers comprehensive reports where you can examine all your customer service processes in detail.
- After entering the reporting system, you can view data from specific periods using date range filters. Thanks to this filtering, you can make periodic performance comparisons by accessing the data from the time period you want.
The Grispi reporting system offers a flexible structure, allowing you to filter your data according to different criteria:
- Agent Based: You can use this filter to see individual agent performance.
- Group Based: You can compare the performance of different teams.
- Form Based: You can analyze which customer requests come through which forms.
- Channel Based: You can track which communication channels (e-mail, phone, chat, WhatsApp, etc.) customer requests come through.
- From the status-based reporting area at the bottom, you can view the distribution of customer tickets according to their status (open, pending, closed, etc.).
- One of the most important ways to increase customer satisfaction is fast response and resolution times. The Grispi reporting system also provides important metrics such as average resolution time and first response time.
- Learning the time intervals in which customer tickets are concentrated is very important for managing workload and team planning. Hourly reports show the number of inbound tickets during specific time periods. This data allows you to optimize peak time periods for agent scheduling.
- You can monitor the productivity of your agents with details such as their working hours, time spent in the office, break times and call times. This data provides critical information for workforce management and staff optimization.
- Grispi also provides detailed reports for messaging channels such as chat and WhatsApp used in customer service. By going to the chat tab, you can review reports on these processes and evaluate how successful you are in written communication with customers.
- The Agent/ Ticket Status tab shows the status of the tickets on each agent in detail. With this report, you can see more clearly which tickets are at which stage and the task load of your agents. This data helps you optimize business processes and identify the steps that need to be taken.
Grispi reporting system provides you with comprehensive data to improve your business processes. You can view detailed statistics of all requests and agent performances and make strategic decisions based on this data. Performance measurements and customer satisfaction analysis are key elements that will help you achieve the best results in customer service.
