Pivot tables

Marcel Gravelle

15-Jul-2022

What are pivot tables?

In Supportbench, we use “advanced grouping” or pivot tables similar to excel spread sheets, where we group specific sets of data together to create a view to help your agents see the data they need when they need it.

Agents can customize their grouping based on whats important to them, or what they’re supporting. Grouping within supportbench offers superpowered customizability. For example, are you supporting a particular asset and want to sort by priority? You can sort by the required in a matter of seconds and begin to work on what matters.

What are the benefits?

• Increased efficiency – capability to see the data agents want when they need it.

It’s no secret that scrolling through cases to send updates can both be a hassle and time consuming. With Supportbenches advanced grouping and pivot table analysis, we can sort cases by the data/variables that we want, in order to see the cases that we need to see. 

We can sort by any piece of data thats collected by the system – making finding what you need when you need it EXTREMELY easy. By boosting our efficiency in this aspect, we can increase our performance metrics and provide an excellent customer experience, which in the end, is the goal.

• Boosted performance metrics – pinpoint what needs to be worked on and when by using grouping in conjunction with SLAs.

SLAs can be set based on a variety of metrics that matters to your business. Essentially, you and your client pick the importance/scope of your SLAs, be it based on priority, asset or client email. You can then group based on this data and have your SLAs populate at the top of your case list, based on criteria that you chose. Allowing you to see what needs to be worked on and completed in a instant. Being able to narrow down your scope of work for the day while simutaneously meeting your SLAs is a proven way to boost your agent and organizational performance metrics. 

How to use it?

1. First, Navigate to the settings cog found here:
   
2. Once you click the Cog, you can enable the Advanced grouping/Pivot table feature:
   
3. Next, sort by the data thats important to you!!
   
4. In step #3 I grouped by Status and Contact, so it gave the status “Todays Targets” then grouped by the Contact.