Learn how to succeed in your role as a service desk agent.
What reports can I use to visualize customer feedback in next-gen service desks?
Reports are useful to help get a snapshot of customer feedback (and other metrics) over a period of time - a quick way to find trends and insights.
Admins can create custom reports to visualize customer feedback. Learn more about creating custom reports.
Here are some reports you can create:
A trend graph of the average satisfaction rating for a specific period - this helps view changes in service levels.
Satisfaction scores based on the type of service request - this would identify issues for which the team could provide knowledge articles.
Comparing the satisfaction scores of an agent with their team - this can identify agents who could benefit from further training.
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