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Insights & Reporting

Track your team's performance, SLA benchmarks, and Help Center traffic with Insights.

  • Interpreting your support metrics 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...

  • Performance metrics on your conversations, agents, and teams

    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...

  • Benchmarks and performance for SLA targets

    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...

  • Self-service metrics for your Help Center

    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...

  • Exporting data using custom reports

    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...