Discover automatically categorizes your tickets into detailed support query topics and overlays them with your support KPI metrics to provide valuable insights. With the filters available in Discover, you can gain granular insights into your customer support queries.
Discover's filters include product, requester persona, agent department, ticket source, ticket priority, agent geo location, agent time zone, and agent email. Custom filters can also be requested through your Customer Success Manager.
How to Leverage Filters
Product
With a product filter, Discover can help businesses understand which products or features generate client-facing support queries. This can be shared with product teams to influence prioritization.
Requester Persona / Client
Filtering by requester persona allows businesses to pinpoint which personas are experiencing friction in specific areas. This insight can inform customer success teams and help product and engineering teams understand where improvements are needed.
Agent Department
For organizations with agents categorized by department, the agent department filter provides quick insights into the performance of specific groups. When combined with agent email data, it allows for a deeper analysis of individual agent performance, helping to identify areas where agents may need additional support or training.
Ticket Source
The ticket source filter can help businesses understand which channels users are using for support about a topic. This can help optimize the customer experience across different channels.
Ticket Priority
The ticket priority filter ensures that businesses are correctly prioritizing their tickets, particularly for top clients. When used alongside the requester persona filter, it helps confirm that priority clients are receiving the attention they need.
Agent Geo Location / Timezone
For businesses with agents across multiple locations and time zones, the agent geo location and agent time zone filters can help understand which topics are trending by location and time zone. This can help ensure that agents are aware of the most common topics for those zones.
Agent Email
Finally, the agent email filter can be leveraged independently or with the agent department to examine each agent's performance more deeply and identify areas where they might require more training.
Discover's new filters provide businesses with powerful insights to better understand their customer support queries and agent performance.
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