Three essential reports for support leads

When you are leading a support team, reporting on your metrics like resolution time and first response time can help you understand things like how your team and individual participants are tracking, whether operational changes impact performance, and whether your team size is sufficient.

In this video, Global Head of Customer Support, Emily McLaren, shares how she used Ortto to build three metric reports that she references weekly to get a better understanding of how her team is tracking and what she can do to improve our customer experience.

Watch to learn how and why these reports are so beneficial, plus how to build them with filters that ensure you are only tracking relevant conversations in Talk.