Track your team's performance, SLA benchmarks, and Help Center traffic with Insights.
Measuring the success of your support efforts is critical. Metrics help you understand your customers' experience, give you insight into weak spots of your operation, and help you track whether the ch...
Identifying weak spots in your support team's performance is key to improving the service they provide. It's much easier to make change for the better when you know how long it's taking them to resolv...
Service level agreements (SLAs) help your support team respond to and resolve issues in a timely manner. From the Insights area, you can monitor how well your team is meeting your SLA plan targets ov...
Understanding what your customers are looking for on your Help Center is the first step to improving your self-service. For a quick glance at what customers are searching for and reading, you can cons...
In order to improve your customers' support experiences, you need to know how they're going in the first place. Kayako's Insights pages have a collection of useful metrics, but sometimes that's not en...
Here is what each column in your custom reports represent: Column Description Case ID Unique conversation ID (numeric) Subject Subject Brand ID ID of brand the conversation is created within Brand Na...