Support analytics & CSAT
A support analytics dashboard aggregated over real case and comment data, plus a CSAT feedback loop with scheduled metric rollups and a daily digest.
Support analytics gives you a live read on how your support operation is performing, and closes the loop with customer satisfaction feedback.
The dashboard
The support dashboard aggregates real case, comment, and CSAT data — not sample figures — over indexed queries, so the numbers reflect your actual workload. It gives you one place to track volume, resolution, and customer sentiment over time.
Complements the service-desk scorecard
The dashboard here is the support-analytics view. The per-case service-desk scorecard summarizes volume, resolution, SLA, and deflection at the case-operation level — the two are designed to be read together.
CSAT loop
Pact captures customer-satisfaction responses and reads them back into the dashboard, so satisfaction sits alongside your throughput and resolution metrics rather than in a separate tool.
Scheduled rollups and digest
Two background jobs keep the analytics fresh without you refreshing anything:
- Metrics rollup — periodically aggregates the underlying case data.
- Daily digest — a scheduled daily summary of support activity.