Atlas

Ticket management

Leverage our intelligent workflow to enable modern support for your customers.

Responsiveness

Track your first response times and all other response times.

Response quality

Find out how well your agents are serving your customers through CSAT score tracking.

Agent performance

Get a side-by-side view of how each agent on your team is performing on response times and quality

Ticket load

Measure the number and status of your tickets over time so you can anticipate hiring and scheduling needs.

Ticket effort

Determine how much effort your agents expend to solve tickets.

Ticket categories

Track the most common issue types so you can resolve them systematically with product, process, or documentation improvements.

Sessions recording

Measure the number and status of your tickets over time so you can anticipate hiring and scheduling needs.

Chatbot

Determine how much effort your agents are able to solve.

Scheduled reports

TPS reports: Get reports delivered directly to your inbox

Session locations

Find out the location from which your customers are using your app

Sessions total usage

Track how often your app is being used over time

Most used workflows

Find out which of your chatbot workflows are the most used

Most used branches

Determine how your customers are using your chatbot workflows

Help Center

Keep track of which content is the most useful and where you need to add new content

Articles viewed

Track your first response times and all other response times.

Article feedback

Find out how well your agents are serving your customers through article ratings.

Searched terms

Find out where your customers need the most help so you can create the articles that are most important to them.

Tickets deflected

Keep track of how effective your help center is by monitoring the number of tickets that are deflected from a human by an article.

Reports