Track everything you do in ngDesk for real-time performance metrics and powerful data reports displayed in dozens of formats.
Measure things like agent performance, ticket resolution times, busiest days, and customer satisfaction, among many others for both a narrow and wide view of your daily operations.
Instantly email customer satisfaction surveys upon ticket resolution for easy reviews on a 1 to 5 star scale.
Track customer satisfaction assessments by agent, group, day, and account so you can adjust your customer service targets on the fly.
Next generation analysis from IBM’s Watson instantly assesses the tone of a customer’s message and an agent’s reply.
Insight on tone offers agents ample opportunities to exceed expectations and build lasting customer relationships.