These are data-driven summaries that provide insights into the various aspects of customer interactions handled by the call center agents. These reports help call center managers, supervisors, and stakeholders understand and evaluate the performance and efficiency of their operations. Ticket reports typically include metrics, statistics, and trends related to the tickets or cases logged by customers during interactions with the call center.
¶ Analytical
The primary purpose of an analytical ticket report is to provide valuable insights and performance metrics to call center managers, supervisors, and other stakeholders.
Graphical:
Tabular:
¶ General
This report encompasses all tickets generated within Bonga Cloud, along with their respective statuses and responsible agents.
Furthermore, the admin has the option to listen to call recordings and access supplementary ticket details.
¶ Disposition
Denoted as a summary or record of the outcome or status of a customer interaction or call. It is a crucial aspect of call center operations as it helps to track and document the results of each customer interaction, providing valuable data for analysis and improvement.
Graphical:
Tabular:
