Is your team suffering performance issues? servicecamp Reports provide deep insight for better workload distribution.
servicecamp is a simple, effective, and fully-fledged service desk that’s integrated into TeamViewer to optimize your team’s workflows and workloads.
But what is the key component to building and coordinating a team that uses all of its potential?
That’s right, you have to know your team, as well as its strengths and weaknesses, inside out. Meaning both on a social and data-based level, of course.
But I would assume that most of you share that philosophy, since servicecamp Reports was in fact the most requested feature for servicecamp. And, as you see, we listened to you and have implemented this powerful feature you’ve been waiting for.
Not only will servicecamp Reports help you to efficiently manage the daily workload of your technicians, but also improve your customer service quality and customer retention. Beyond that, the insights and conclusions drawn from the collected data can, for example, also serve your argumentation for allocating more resources to your team.
Let’s take a look at how it works!
How to Use servicecamp Reports
What’s great about this new feature is that you can generate reports either directly within servicecamp, or instantly start using reports inside your familiar reporting environment, e.g. Excel, Power BI, or Tableau – all without the need for additional third-party software.
Meanwhile, reports generated in servicecamp deliver the most important information at a glance, while not requiring any calculation software skills. On the other hand, processing servicecamp data in your separate reporting environment offers the possibility to link it to other reports and data sources for even greater insights.
This way, you can effectively use data to report the status quo to your management and bring transparency into your resource utilization.
servicecamp Reports provide data on several subjects, explained in the following sections.
Staff Agent Performance
The report “Average time to resolution” lets you check how many open and closed tickets each staff agent has to evaluate their individual performance.
Beyond just assessing performances, it gives you the chance to distribute tickets more equally and avoid work overload of single team members.
The results for this report can be filtered by Inboxes, Assignee, Topics and Date.
Current Ticket Trends
If you want to know in detail, how your team’s ticket load has been developing over time, the “Ticket Activity” report will serve you well. Once more, the report can be filtered by Inboxes, Topics and Date.
More than that, tickets are broken down intro open and closed tickets, as well as the remaining backlog of untouched tickets.
Issues Around Important Customers
Your key customers deserve, but also demand the best and fastest service from your technicians. Retaining them requires you to deliver great service quality and fast ticket resolution. To better understand how to satisfy your key customers, servicecamp Reports show all tickets of a single customer with the option to filter tickets for priority, status and topic.
The More You Know…
…the less can catch you unprepared. Offering team managers an extensive bird’s eye view, servicecamp Reports make it easier to identify past problems, current disturbances, and predict future bottlenecks to keep everyone on track.
With more equal workload distribution for technicians, an easier grasp on resource utilization for management, and much potential to increase service quality for customers, this feature has something in store for everyone involved.
What else would you like the servicecamp Reports to cover? Post your ideas in the comment section below!