The Freshworks Customer Service Suite Unified Analytics offers a range of default, prebuilt reports for the most common use cases of conversational support and ticketing functionalities. These readily available reports provide a comprehensive 360-degree view of your support team's performance, enabling you to track bot performances effectively and monitor the overall team productivity.
With curated reports, you can:
- Streamline your support operations
- Gain actionable insights into your bots, conversations, and agent productivity
- Make well-informed decisions to enhance your customer service experience
Note: The curated reports are available only for customers from the Growth plan. However, the availability of each curated report depends on your subscribed plan. Check the table below.
To view the curated reports:
- Log in to Freshworks Customer Service Suite as an admin.
- Go to Support Analytics and select Curated Reports from the left pane.
The list of curated reports are:
|Get insights into chat/bot conversations, tickets, and telephony performance.||N||Y||Y||Y|
|Provides an overview of agent and group performances across Freshdesk and Freshchat, and helps you enhance the overall team productivity.||N||Y||Y||Y|
|Helpdesk Overview Report||Provides an overview of helpdesk capabilities and helps you analyze ticket inflows, measure helpdesk performance, and gauge CSAT survey results.||N||Y||Y||Y|
|Give you details about the time clocked split by Charge Type, Date, Agent, Company, and Group.||N||Y||Y||Y|
|Provides insights into the performance and customer satisfaction scores for bot conversations.||Y||Y||Y||Y|
|Natural Language Performance Report||Provides key metrics to gauge effectiveness of natural language module on bots||Y||Y||Y||Y|
Provides metrics corresponding to API calls made in the bot flow through API.
Provides analysis for chat conversations with metrics such as volume, performance, and CSAT.
Channel Performance Report
Provides key metrics to gauge and compare volume, performance, and CSAT metrics across channels and channel topics.
SLA Compliance Report
Provides insights into SLA adherence and breach for chat conversations.