Reporting in the CRM system
Work with data from all channels
All channels under control
Monitor how long your agents are speaking on the helpline, how many calls were missed or answered, and how much time an agent spends on break. Learn the number of tickets in the helpdesk module and analyze how quickly your team handles them. Find out if all chats are being answered and identify which consultants perform best.
Adjust resources to meet demand
With reports such as Service Level (SL), you can assess whether your number of consultants is sufficient and identify time slots where resources can be reduced or need to be increased. You'll also see how long your customers wait for a call and how often they abandon the queue.
Identify risks early
Customer ratings help you identify dissatisfied clients in time and intervene as needed. You'll also be able to see which consultants receive positive or negative feedback more frequently.
Each module has its own rating system—calls are rated through SMS surveys, while emails and chats are evaluated using emoticons displayed below messages.
Track and evaluate agent activity with precision
The system records a wide range of consultant metrics, including the number and duration of calls, ticket volume and resolution times, break and availability durations, and more. These insights allow you to accurately and reliably assess your team's performance. Call recordings also serve as excellent training material.
Clear reports and real-time queue monitoring on the wallboard display the current volume of incoming calls and team performance (SLA). The transparency of this data is ensured by Thulium’s professional reporting module.
Dariusz Brzeziński, Customer Service Manager at Shoper