SAC 360° - Dashboard and Reports

In the SAC 360° report, you can access important data that show the performance of your customer service. Among these data are: the number of cases that are waiting for a response, the number of cases that were lost, the average hours each case takes to be completed, and many other indicators that can help improve the quality, efficiency, and satisfaction of your service.

To get started, access the SAC 360° dashboard in the left sidebar. You will be able to view an overall summary of your report.

List View

Kanban View

You will have access to relevant data such as:

Time Distribution, it shows how service agents distribute their time among the different channels.

Cases Created / Hour, is a metric that indicates how many new cases were started in each hour of the day, And much more.

Below, check the filter and report options you will have.

1. Date filter;

1. Department filter;

1. Channel filter;

1. User filter;

1. Click “Generate Automatic Reports” and receive your reports by email with data, charts, and analyses. Set the additional settings for your report.

Will be sent automatically by email reports of overall performance and of specific users.

Example

1. Choose the frequency with which the reports will be sent. You can choose multiple frequencies.

2. Define which users/departments will be used in the report, and to which users we will send the email. We will create one report for each set created.

3. To obtain an additional report, create one separately.

4. Finally, just click save and your email report sending configuration will be saved!