| Business Drivers | Documentation Link | Notes | Estimated Reading Time |
Gain insight into how your customers feel about a myriad of things | Customer Insights | Think of this as your Console for an individual or a customer. | 5 |
| Improve your understanding of your customer's perception of our organization | Keywords and Trends | Compare keyword patterns with Sentiments detected, products, operating systems, regions and more. | 5 |
| Improve the quality of the Support organization | Agent Insights | Review key statistics on agent performance and handling of incidents. | 5 |
| Reduce overall costs per case | Operational Metrics | 5 | |
| Proactively address escalations in customer support | Patterns and Outliners | 5 | |
| Review at-risk customers | Sentiments | Check out the short tutorial on Sentiment Scores. | 3 |
| Improve ability to analyze customer sentiment accurately | Determine your organization's baseline sentiment and attention | 5 |
Short Clip Overviewing SupportLogic Team Performance Analysis
In this video, Jana will discuss how executives can utilize SupportLogic to analyze the performance of their teams. He will introduce the new charts added to the analytics section of SupportLogic, including the escalation chart, likelihood escalates chart, and escalation request chart.
These charts provide valuable insights into the number and percentage of escalations, predicted escalations, and customer-requested escalations. Additionally, he will explain how executives can use different case fields to analyze trends in escalations based on regions and sentiments. This video aims to help executives make data-driven decisions and take appropriate actions to improve team performance.
If you want more information, please submit a support ticket above; the support team will gladly assist.
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