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iService reports service work by queue, customer, topic, agent, and time period. Dashboards show recent agent activity and interaction history. Leaders and analysts trace reported measures to the topics, assignments, and status changes recorded in the service operation.
Service leaders track demand, response time, staffing, and ownership across the operation.
iService reports service volume, response time, staffing, and ownership from service interactions. Leaders and analysts use operational views for recurring questions. Each measure remains connected to the queue, topic, agent, and customer work it describes.
Service teams report on recurring topics, customers, segments, and time periods.
iService runs ad hoc reports from real-time interaction data and delivers report subscriptions to your inbox. You export reports as PDF, Excel, or CSV. Dashboards show recent agent activity and interaction history beside reports for topics, customers, segments, and time periods.
A report result identifies the topic, assignment, and status changes behind the measure.
A manager opens an interaction from a service-period report. iService shows its status audit, topic, assignment, and recorded status changes. The manager traces the report result to the specific item and uses that record to decide the next operational action.
Leaders use measures based on the same properties agents record on the interaction.
iService reports on the interaction properties agents use to handle customer work. Leaders trace a topic, assignment, or status measure to the record that produced it. The reporting view and the interaction share the same operating data.
Reporting teams create views for recurring operational questions.
iService includes ready-to-run SSRS reports and editable source. Reporting teams use Report Builder to create custom operating views alongside the standard reports. The existing reports provide the starting data and report definitions.
iService reports service volume, response time, staffing, and ownership from interaction records.