Gain a deeper understanding of your help desk with speed reports including resolution, first assignment, and first response speeds.
Speed to Resolution
Track your speed from open to close of a request with support for business hours.
Speed to First Response
See how quickly you're initially replying to customers. This report is helpful to see if you can improve the
speed and as an early insight into potential issues when this report shows reply times increasing.
Business Hours Support
All speed reports can be set to be based on 'all hours' or 'business hours'. All hours is the actual time between the two events
being measured. Business hours will factor in hours the agents are available including holidays to provide times that don't include
periods where staff aren't working.
Utilize HelpSpot's filtering engine to filter based on dozens of criteria and thousands of potential combinations so you can drill down
to exactly what you need to see.
Save Reports & Email Reports
Once you've dialed in your report exactly as you want it save it so you can instantly access it again in the future. Share your
report with teammates, so you're all working off the same report.
Saved reports can then be scheduled to be emailed right to your inbox.
Export any report to CSV to work with it in Excel.
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