Agent Productivity

Agent Productivity

Inbenta’s Backstage application gives you unparalleled control over your content and your support system. You can also use it to get detailed usage and performance analytics.

Case Management Highlights

  • Inbenta's powerful email management and analytics can automate email routing and processing for faster response rates and greater efficiency
  • Integrated ticketing and chat solution for maximum flexibility and accuracy
  • Full access to the Knowledge Base for easy reference and issue resolution
  • Be highly responsive and reach out to your customers with social media integration
  • Semantic clustering groups comments and messages across your social media landscape for immediate feedback
  • Obtain detailed usage and performance analytics of your agents' productivity to optimize your workflows accordingly
  • Advanced categorization filters to organize your tickets more efficiently and accurately

In the Backstage Dashboard’s Productivity tab, you have access to numerous support staff statistics. You can see the number of ticket-related actions each agent took, their average handling time, resolved tickets, and much more.

This helps you see your performance in real time, detect areas of improvement and optimize your support queues accordingly.