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Executive and Senior Manager SupportLogic Analytics Guide

Modified on Tue, 12 Mar 2024 at 05:43 PM

Purpose

We have created a quick grid that maps out which SupportLogic Analytical tool(s) map to specific business drivers for your organization, provide a link to each article, quick summary and estimated reading time.  Use this table to help you quickly find the right analytical tool for each of the business drivers below.


Business 
Drivers
Documentation
Link
NotesEstimated Reading
Time

Gain insight into how your customers feel about a myriad of things


Customer InsightsThink of this as your Console for an individual or a customer.
5
Improve your understanding of your customer's perception of our organization

Text AnalyticsCompare keyword patterns with Sentiments detected, products, operating systems, regions and more.
5
Improve the quality of the Support organization

Agent InsightsReview key statistics on agent performance and handling of incidents.
5
Reduce overall costs per case

KPI Metrics

Track traditional KPIs with interactive reports that identify areas of opportunity for efficiency and customer experience.

  • Response Time
  • Efficiency
  • Customer Experience
5
Proactively address escalations in customer supportTrend Analytics


Find patterns and pinpoint areas for improvement by contrasting two attributes to segment case data and discover deep patterns and outliers.

5
Review at-risk customersSentimentsCheck out the short tutorial on Sentiment Scores.
3
Improve ability to analyze customer sentiment accurately

Experiential MetricsDetermine your organization's baseline sentiment and attention
5



Short Clip Overviewing SupportLogic Team Performance Analysis

In this video, Jana will discuss how executives can utilize SupportLogic to analyze the performance of their teams. He will introduce the new charts added to the analytics section of SupportLogic, including the escalation chart, likelihood escalates chart, and escalation request chart. 


These charts provide valuable insights into the number and percentage of escalations, predicted escalations, and customer-requested escalations. Additionally, he will explain how executives can use different case fields to analyze trends in escalations based on regions and sentiments. This video aims to help executives make data-driven decisions and take appropriate actions to improve team performance.

If you want more information, please submit a support ticket above; the support team will gladly assist.


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