Actions & Support

On the Actions & Support tab you'll see an overview showing you trends around actions created on Sift. This overview is designed to help you match your support team to the demands expected in the days and weeks ahead.

You can further explore analytics around SLAs, CSAT, Content, Agents, and Tags

SLA

Designed to help you better understand the responsiveness of your support teams, we provide information to help you understand how quickly agents respond to the initial message, wait time between messages, and how long tickets take to close. Trends over time and by source help you find areas and workflows that may need further optimization

To see response times broken down by agent, you can click "Agent SLA" or "Detailed Time Breakdown" for a closer look

CSAT

The CSAT tab is designed to help you understand the effectiveness of your support teams, giving an overview of both CSAT responses and CSAT estimates (from conversations where no response was submitted). We also highlight correlations between CSAT and factors like Response and Resolution time.

On the CSAT tab, by scrolling down you'll also find CSAT broken out by individual agent and Topics/Tags

Content

Using the content tab, you'll be able to get an understanding of the tag groups being discussed across your social channels. This can be used to get a quick understanding of key areas of your business and support operations.

Agents

In addition to the CSAT and SLA metrics, Sift provides metrics around agent efficiency. In conjunction with the time and source filters under the menu tabs, you're able to see a breakdown of how many tickets each agent handled, as well as metrics across your entire team.

You can look at additional agent metrics, such as time and efficiency, by selecting the tabs on the menu below the headline statistics.