Customer Service/Call Center Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

Customizable & Standard Reports - Visual Tools with Charts & Graphs

We know that you need to measure the Customer Service/Call Center's performance with metrics, charts and graphs to reward stakeholders and take action when necessary. Giva Reports help you reduce the amount of time spent building, customizing and routinely running Reports. Our visual Reporting tools allow you to analyze data, understand relationships and proactively highlight trends and patterns early on.

Each report features our Giva Easy Three-Click Reporting™ engine that allows you to quickly build standard and completely customizable Report queries.

• Intuitive human friendly Report user interface
• Export Reports to Adobe® PDF (with color output) and CSV file
• Email Reports on-the-fly
• Schedule Reports for automatic email delivery
• WYSIWYG browser printing

Click on the screen shots below to view Report samples.

• Customer Service
• 
  Knowledge

Customer Satisfaction Report Filters

Generate real-time customer satisfaction reports to measure results. Settings are automatically saved until changed.

Customer Satisfaction Report Results

Measure customer satisfaction levels for quick response to trouble areas. Survey data is automatically processed.

Customer Satisfaction Report Drill Down

Drill down to tickets allows for highlighting areas of concern.

Customer Satisfaction Trends Report

Measure customer satisfaction trends over months or years to reward stakeholders and take corrective action.

Service Level Agreement (SLA) Compliance Trends Filters

Generate real-time SLA compliance trends to measure results.

Service Level Agreement (SLA) Compliance Trends Report - Months

Measure SLA compliance trends over months to take corrective action.

Service Level Agreement (SLA) Compliance Trends Report - Years

Measure SLA compliance trends over months to reward stakeholders for high SLA compliance and consistancy.

Service Level Agreement (SLA) Compliance Report

Measure SLA compliance performance to reward stakeholders, take corrective action or modify respond and resolve goals.

Service Level Agreement (SLA) Compliance Report Drill Down

Drill down to tickets allows for highlighting areas of concern.

Root Cause Summary Bar Chart Report

Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction.

Ticket Fields Report Filters

Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.

First Contact Resolution Trends Report

Measure first call resolution trends over time. Increasing first call resolution increases customer satisfaction.

First Contact Resolution by Creator Report

Measure first call resolution by ticket creator. Identify capability differences between agents and reward and take corrective action.

First Contact Resolution by Nature of Request Report

Measure first call resolution by nature of request to determine areas where additional documentation or resources are needed.

Nature of Request Frequency Report Pie Chart

Measure call volume by level & sublevels.

Escalation Trends Bar Chart Report - Mouse Over Details

Measure escalation trends to make systemic changes, rewrite SLAs or justify increases in headcount.

Nature of Request Trends Report - Mouse Over Details

Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level.

Tickets by Profile Fields

Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.

Closed Tickets Report

Measure closed ticket counts over date/time ranges to measure team productivity.

Opened & Closed Tickets Report

Measure open & closed ticket counts over date/time ranges to measure conversions.

Processing Work Load Report

Measure elasped time to open and time to close tickets to measure agent productivity and performance.

Ticket Distribution by Assignee Report

Track agent ticket assignments to better balance workload. Highlight unassigned tickets before going into escalation.

Ticket Hours by Cost Center Codes Report

Measure hours spent on each ticket. Summaries are generated for department/cost center billing.

All Open Aging Report

Track overdue tickets to help plan work priorities.

Parent Child Tickets Report

Visually understand relationships between parent, child, grandchild, etc. tickets for tasks or projects.

Submit Method Trends Report

Measure how tickets are submitted. Balance call volume to optimize cost, customer satisfaction and resources available.

Making a Report Favorite

Click the star to add a report your favorites.

Knowledge Statistics Report

Monitor the workflow of knowledge articles created: Proposed, In-progress, Approved, Rejected.

Knowledge Value Report

Measure Problem Solving Scores and User Ratings of knowledge articles to reward subject matter experts (SMEs) and stakeholders.

Knowledge Status Report

Monitor the workflow of knowledge articles created. Ascertain that articles are relevant and useful on an ongoing basis. Drill down to article detail.

Knowledge Search String Report

Monitor trends and details of search strings. Drill down to search string detail to determine need for new knowledge articles.

Knowledge Records by Creator

Measure the contribution and relative quality of knowledge articles submitted by all creators.

Knowledge Usage Report

Monitor Problem Solving Scores and User Ratings to identify valuable knowledge articles over time. Keep articles highly relevant and useful to customers/end users.

First Contact Resolution to Approved Knowledge Report

Monitor how first contact resolution changes with the number of knowledge articles.

eKnowledgeManager Disk Space Report

Measure how much disk space knowledge articles require.

Basic Search

Perform a keyword search with natrual language search or search by knowledge article number.

Basic Search Filter by Category

Perform a keyword search with natural languange search and filter by category if desired.

Advanced Search

Perform a search with basic Boolean search operators . Filter by category if desired.

Browse Knowledge

Browse knowledge articles by category.

Browse Knowledge Detail

Browse knowledge articles by category, summary and user rating stars.

Knowledge FAQs & Most Frequently Used

Browse knowledge articles by FAQ or Most Frequently Used including article summary and user rating stars.

Customer/End User View of Knowledge Article

Sample knowlede article with rich text formatting and screen shot for customers/end users.

Agent View of Knowledge Article

Sample knowledge article with rich text formatting and screen shot.

Agent View with Technical Discussion

Sample knowlede article with detail technical discussion for Level 1 agents to utilize. A Level 2 Tab is also possible for a different audience. Customers cannot view this information.

Agent View with Feedback Tab

Agents can provide feedback on knowledge articles to keep relevant. SMEs are automatically notified.

Making a Report Favorite

Click the star to add a report your favorites.