At Desk.com, we have always believed in providing our customers with cutting edge, industry leading functionality - from a painless setup, to an intuitive, superfast agent interface. Today, we are excited to announce New Business Insights, Desk.com’s next generation Reporting and Analytics. Desk.com is the only customer service application on the market today to offer real-time reporting and customizable analytics right out-of-the-box, built 100% native to the Desk.com platform.

“Desk.com’s Business Insights has cut the amount of time it takes me to analyze my support metrics from a full day to only two hours!"

- Bill Thompson, Guru of Customer Happiness Olark

With New Business Insights you can make better decisions about the performance of your customer support team using powerful, pre-configured reports. Let’s take a look!

Overview Report:

When you launch New Business Insights, the first report you see is the Overview Report. This gives you a comprehensive summary of all your key performance metrics, from cases created from Twitter and Facebook, to average handle times for email and phone, across all your support channels. You’ll know at a glance exactly how your service team is performing.

The user interface also allows you to easily compare week over week or month over month performance to see how your performance is trending. You can also identify and analyze specific points of interest with easy filtering and drill-downs.

Groups Report:

The Groups Report gives you insight into how your customer support team as a whole is performing. If your support team is organized into multiple teams dedicated by geography or region or product line, you can easily compare the relative performance of each of your teams across all your key performance metrics, by channel. Align your service teams from across the office or across the globe.

Agents Report:

For insight beyond the groups report, drill down into an Agents Report to easily identify top performers and focus in on areas of improvement. View individual agent’s performance over time and identify training opportunities with an Agent Details report for each individual agent. Help your team truly understand their performance to keep them improving and moving forward.

Labels Reports:

With the Labels Report, you can glean key insights about anything that’s relevant and important to the success of your business. Whether your support team is tagging cases pertaining to a particular version of your product, or alerting management of an unhappy VIP customer, the Labels Report makes it easy to take action. Finally understand the types of cases your team is facing and what it takes to resolve them.

Custom Fields Reports:

Desk.com is a highly customizable platform, and the Custom Fields Reports allows take advantage of the versatility of custom fields you create yourself to generate reports on just about anything - from most requested features to issue categories. You can then apply the powerful and flexible filtering capability to easily identify key focus areas in your product or support process.

Customize and Share:

While these reports come pre-configured, they are easily customizable to meet your company’s unique needs. Whether you’re narrowing down dates, looking at specific channels, curious about high-level trends or want to dive all the way down to case-level detail, each report can be tailored to focus in on what’s most important to you.

Once you’ve customized a report based on your requirements, you can quickly save it to your favorites for instant access - or export your data and share it with anyone in your company that needs to access performance metrics to make critical business decisions.

Using the New Business Insights, the value of the Desk.com reporting platform goes beyond your support team - everyone from your CEO to your Product Managers can use key customer interaction metrics to make better business decisions.