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See how your service desk really performs.

Follow open tickets, SLA compliance and customer satisfaction on the command centre, build custom reports, spot at-risk tickets with AI insights and review agent quality with scorecards.

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  • SLA and CSAT dashboard
  • Custom report builder
  • QA scorecards
Features

What you can do with Reports, Insights & Quality.

Command centre, custom reports, AI insights and QA scorecards.

01

Command centre

Open and total tickets, SLA compliance, CSAT score, reopened tickets and breaches, plus work by status, priority and type.

02

Custom report builder

Group tickets by assignee, category, company, impact, priority, severity, source, status, team, type or urgency, and show them as bar, line, pie or table charts.

03

Scheduled reports

Save reports and schedule recurring email delivery.

04

AI insights

Spot tickets at risk of escalation from negative sentiment, and recurring issues without knowledge articles.

05

QA scorecards

Score agent work against weighted criteria, with optional AI-generated QA reviews.

06

Customer satisfaction

Collect CSAT ratings from customers after tickets are resolved.

Why it matters

Service you can measure and improve.

From SLA compliance to agent quality, the numbers that matter are always up to date, without spreadsheets.

  • SLA compliance and CSAT on one screen
  • Bar, line, pie and table charts
  • Escalation risk from sentiment
  • AI QA scoring against your scorecard
How it works

Reports, Insights & Quality, step by step.

  1. 1

    Measure

    Every ticket, SLA and rating is captured.

  2. 2

    Explore

    Build reports by any dimension.

  3. 3

    Act

    Respond to at-risk tickets and knowledge gaps.

  4. 4

    Coach

    Review quality with scorecards.

FAQ

Reports, Insights & Quality questions, answered.

Can we build our own reports?

Yes. Choose a dimension, an optional filter and a chart type, then save and schedule the report.

What does AI insights show?

Tickets at risk of escalation based on sentiment, clusters of recurring issues without articles, and stale documentation.

How do QA scorecards work?

Define weighted criteria and score agent tickets against them. AI can also score a ticket, flagged as AI-generated.

More in Response

Explore other Response modules.

Every module works on the same tickets, people and assets, so your whole service desk runs from one place.

Service Desk & TicketsOne queue for incidents, requests and internal tasks, with priorities and SLAs. Self-Service Portal & CatalogA help portal where people search answers, raise tickets and request services. SLAs, Priorities & EscalationResponse and resolution targets, business hours and tiered escalation. Major Incidents & Status PageWar-room coordination for critical outages, with a public status page. Problem ManagementFind and fix the root cause behind recurring incidents. Change & Release ManagementChange requests with CAB approval, risk, execution windows and releases. On-Call & WorkforceOn-call rotations, paging, shift rosters and staffing forecasts. Email, Chat & CallsTurn emails, website chat and phone calls into tickets automatically. Knowledge BasePublic and internal articles with review workflow and AI gap detection. Assets & LicensesTrack laptops, servers, software and subscriptions with expiry alerts. Automation, AI & IntegrationsWhen/if/then rules, an AI agent, MCP access and integrations with Slack, Teams and Jira. Security & AdministrationRoles, teams, SSO and SCIM, GDPR requests, sandbox and module control.

See Reports, Insights & Quality in action.

Book a free Response demo and we will walk you through reports, insights & quality using scenarios from your business.

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