Know what your queue is really doing
Track volume and trends, first-response and resolution time, channel mix, CSAT, SLA attainment, and an agent leaderboard — the numbers you actually bring to the staffing conversation.
Reports & analytics
GetSupportX
- Volume & trends
- Speed metrics
- People & satisfaction
- 14-day
- Trends with period-over-period deltas
- Daily
- Rollup snapshots for fast history
- By agent
- Leaderboard and CSAT breakdowns
- SLA
- Compliance tracked automatically
Volume & trends
See where support is heading, not just where it's been
Track conversation volume with 14-day trends and period-over-period deltas, so you instantly know whether things are getting busier or calmer — and can staff and prioritize before the wave hits.
- Conversation volume with clear 14-day trend lines
- Period-over-period deltas show what's up and what's down
- Channel breakdown reveals where conversations come from
- Spot spikes early and plan capacity ahead of time
- Conversation volume with clear 14-day trend lines
- Period-over-period deltas show what's up and what's down
- Channel breakdown reveals where conversations come from
- Spot spikes early and plan capacity ahead of time
Speed metrics
First-response and resolution times, measured honestly
Know how fast your team actually responds and resolves. First-response and resolution time metrics make your real performance visible, so you can set targets, celebrate wins and fix the slow spots.
- Median first-response time across the whole team
- Resolution time from open to solved, tracked over time
- Compare against your SLA targets at a glance
- Surface the bottlenecks slowing conversations down
- Median first-response time across the whole team
- Resolution time from open to solved, tracked over time
- Compare against your SLA targets at a glance
- Surface the bottlenecks slowing conversations down
People & satisfaction
Agent leaderboard and CSAT in one view
See who's carrying the load with an agent leaderboard, and how customers feel with CSAT scores. Together they tell you not just how much your team handles, but how well — the full picture of support quality.
- Agent leaderboard ranks output and contribution
- CSAT scores show how satisfied customers really are
- Break satisfaction down by agent, channel and period
- Recognize top performers and coach where it counts
- Agent leaderboard ranks output and contribution
- CSAT scores show how satisfied customers really are
- Break satisfaction down by agent, channel and period
- Recognize top performers and coach where it counts
SLA & history
SLA compliance and daily rollup snapshots
Track how reliably you hit your SLA targets, and lean on daily rollup snapshots for fast historical reporting. Pull last quarter's numbers in an instant — no slow scans over raw conversation data.
- SLA compliance percentage across your policies
- Daily rollup snapshots for instant historical reports
- Look back over weeks and months without the wait
- Trustworthy numbers you can take to a leadership review
- SLA compliance percentage across your policies
- Daily rollup snapshots for instant historical reports
- Look back over weeks and months without the wait
- Trustworthy numbers you can take to a leadership review
Built to make support faster and kinder
The details that turn a feature list into a support experience your customers actually feel.
Decisions backed by data
Volume trends, speed metrics and SLA compliance give you the numbers to staff, prioritize and improve — not guesses.
See change as it happens
Period-over-period deltas and 14-day trends make shifts in volume and performance obvious early, so you can react before customers feel it.
Quality, not just quantity
The agent leaderboard paired with CSAT shows both how much your team handles and how well, so you reward the right behavior.
Questions, answered
Conversation volume with 14-day trends and period-over-period deltas, first-response and resolution times, channel breakdown, an agent leaderboard, CSAT scores and SLA compliance — the full picture of support health.
Daily rollup snapshots pre-aggregate your data, so looking back over weeks or months is instant — no slow scans across raw conversation records when you need last quarter's numbers.
Yes. The agent leaderboard ranks contribution, and CSAT can be broken down by agent so you can recognize top performers and coach where the data points you.
It does. Reports show how reliably you hit your first-response and resolution SLA targets, so you can prove your service levels and catch slippage before it becomes a pattern.
Pairs well with the rest of the platform
Every feature shares one workspace, so they work better together.
Put your support playbook on autopilot
Rules route and prioritize the moment a ticket lands, SLA policies and business hours keep your promises on the clock, and saved replies turn your best answers into a single keystroke.
See how it worksA home for every customer's tickets
Customers track their requests, browse your help center, and rate the outcome — all in a branded portal on your own domain. CSAT scores flow straight back into your reports.
See how it worksSee the whole customer in three panes
List, thread, and full customer context sit side by side, so agents reply with history in view and never ask twice. Assign, avoid collisions, and clear the queue without leaving the conversation.
See how it worksSee GetSupportX in action
Start free on the same workspace your whole team will live in, or get a tailored walkthrough from our team.