Measure your Customer Experience
Bring visibility to your customer activity with Insights. Know how your team is performing with a variety of metrics such as call time, time to resolution, ticket activity, and more.

Customers around the world have increased their expectations for customer service. 54% say their expectations rose in the past year and 52% believe companies should act on customer feedback. Knowing how your team is preforming makes identifying areas of improvement simple. Companies that use tools to track customer experience reduce their cost of service by 15-20%.

Time to First Response

Time to Resolution

View Trending Issues
Time to First Response
Displayed on the Tickets page, Time to First Response measures the median time it takes your team to act on an unassigned ticket over the last two weeks. Easily empower your team to set goals to continually improve the customer experience.


of brands measure customer engagement, but cannot define it.
View Trending Issues
Using the Ticket Tags feature, evaluate ticket volume based on types of issues your company defines.


Monitor Ticket Activity
View ticket activity over time to identity busy seasons and better plan for seasonal headcount adjustments.
Evaluate Team Activity
Evaluate ticket activity for individual users and teams. Recognize & incentivize top performers, and identify areas of your processes that can be improved.