To access the support reports, you will need to log into the Blip portal. Please note that only Blip Go! admins can make these changes.
Blip portal access: https://blipatendimentotrial.blip.ai/application
Select the builder with the Desk variable, as shown in the image below.
Go to the top menu and select the [Support] section. This will open a left-side menu. Select the [Support Report] option. In this section, you will find all the support data related to your Blip Go!
Note: All the following data can be filtered by Channel, Agent, Queue, and Tag.
The data displayed corresponds to a 1-week period, but you can increase or decrease this timeframe by selecting the Date field and modifying the days.
In the Maximum Period section, you will be able to see:
- Maximum wait time in the queue
- Maximum wait time for the first response
In the Ticket Status section, you will be able to see:
- Number of open tickets
- Number of lost tickets
- Number of abandoned tickets
- Number of attended tickets
- Number of closed tickets
In the Average Period section, you will be able to see:
- Average wait time in the queue
- Average wait time for the first response
- Average wait time until the user is attended
- Average response time
- Average handling time
In the Tickets per Day section, you will be able to see:
- A graph displaying the number of opened tickets and the number of closed tickets.
In the General section, you will be able to see:
- Data about agents
- Data about queues
- Data about tags
In the Productivity section, you will be able to see:
- Data on attendants, workload and attendant status
For more information, visit the discussion on this topic in our community or the videos on our channel. 😃