Data Views

Marcel Gravelle

24-Jun-2022

What are Data views?

Data views are how we generate specific data reports from the system, based on the parameters that you decide upon. Support benches Data views involve a broad spectrum of reporting techniques that is used to provide management and agents alike with valuable information that will assist in making insightful and effective business and support decisions.

What are the Benefits of Data views?

• Increase your teams productivity

In order to remain relevant in todays ultra-competitive world, organizations must be flexible enough to respond swiftly to both major support concerns such as escalations and industry changes. Data views at Supportbench can be used in a variety of ways to increase productively, specifically, it allows you to see trends in issues, organize your case loads for better efficiency and pull specific data from the system when you need it – no waiting around. A large emphasis is placed on providing an excellent customer experience, so Supportbench gives you access to the data necessary to do so.

• See trends in your issues and improve crises management

Using Supportbench data views, you can see the trends in your open and closed cases, such as trends in issues, trends in what assets are being supported the most, and all surveys attached to cases. This allows for both agents and organizations to better adapt to incoming challenges while also making you aware of where your focus needs to shift to. What is wrong with this asset? How many cases over a specific time period are related to this one issue? Use Data views to your advantage to tackle things before they become bigger issues.

• Improve performance metrics

Immediately pull reports on customer satisfaction surveys and SLAs. You can view CSAT score by agents to measure performance, easily identifying your happy and unhappy customer, while also knowing what area an agent needs to focus on to improve their metrics. 

Within Data views, you can pull a report on all cases with SLAs that are about to expire, or have already expired. SLAs are extremely important and should be ahered to. Managers can have a view set that allows them to see all expiring SLAs across a specific division, team or the entire organization. Sticking to your SLAs provides a immensely better customer experience. 

How to use it?

1. Navigate to Configuration > Cases > Views or click the + buttom as shown in the picture below
   
2. Begin to give your new Data view a name, specify wether it runs on cases, activity or surveys, and set its team or global restrictions.
3. Now we get into the meat and bones of Data views, navigate to Properties, and start filling out the different variables in order to pull the data you need!

Here’s a video that explains data views on a much more in-depth level: