Use Case
Scheduled Reports

Optimize support channel resource allocation with Scheduled Reports

Scenario
Problem
Solution
Output

Scenario

A well-rounded customer support process can have a significant positive impact on customer experience. When customers are reaching out through various channels, such as email, call, chat, and social media, it can be challenging or frustrating if there is inconsistency in response times. Some queries may be resolved sooner, whereas others face delays due to uneven distribution of resources.
Let's look at how this works in practice.

As the customer service manager of a leading hotels and resorts group, Maria needs to have a complete understanding of how her team works, including how customers are reaching out and whether they're receiving prompt service.

Problem

As a manager, Maria wants to know which support channel is the most popular. Without insight into this data, Maria is missing out on:

Visibility into which is the most popular support channel (where they are receiving the highest volume of tickets).
Ensuring resources are allocated to channels appropriately based on the volume of incoming tickets.
Being able to ensure that resource allocation is handled efficiently without needing to access this data repeatedly.

Solution

Maria can make use of Scheduled Reports in Tickets by Channel to regularly monitor her team's workload and ticket inflow across support channels.

This can be achieved by:

By automating weekly reports, Maria can get regular insights without manual effort.
These reports provide a clear, structured view of tickets by channel, which helps her understand where the highest demand is coming from.
With this visibility, she can allocate resources accordingly to ensure prompt resolution of all customer tickets.
Over time, this helps improve response times and customer satisfaction while also supporting data-backed resource allocation.

Configuration

To set up scheduled reports:

Navigate to the Analytics module.
In the Analytics Overview page, from the left panel click on Reports tab.
Click Scheduled Reports.
In the Scheduled Reports page, click on the Scheduled Reports at the right hand side to create a new one.
Click Schedule Report.
In the new Schedule Report page, fill in the information, select Tickets by Channel, and set it to be repeatedly sent on a weekly basis.
Click Save.

Output

Gain complete visibility into ticket distribution across channels with Scheduled Reports.