Optimizing Support Channel Resource Allocation with Scheduled Reports

A well-rounded customer support process can have a significant positive impact on customer experience. When customers are reaching out through various channels, such as email, call, chat, and social media, it can be challenging or frustrating if there is inconsistency in response times. Some queries may be resolved sooner, whereas others face delays due to uneven distribution of resources.

Let's look at how this works in practice.

Scenario:

As the customer service manager of a leading hotels and resorts group, Maria needs to have a complete understanding of how her team works, including how customers are reaching out and whether they're receiving prompt service.

Problem statement:

As a manager, Maria wants to know which support channel is the most popular. Without insight into this data, Maria is missing out on:

Visibility into which is the most popular support channel (where they are receiving the highest volume of tickets).

Ensuring resources are allocated to channels appropriately based on the volume of incoming tickets.

Being able to ensure that resource allocation is handled efficiently without needing to access this data repeatedly.

Solution:

Maria can make use of Scheduled Reports in Tickets by Channel to regularly monitor her team's workload and ticket inflow across support channels.

By automating weekly reports, Maria can get regular insights without manual effort.
These reports provide a clear, structured view of tickets by channel, which helps her understand where the highest demand is coming from.
With this visibility, she can allocate resources accordingly to ensure prompt resolution of all customer tickets.
Over time, this helps improve response times and customer satisfaction while also supporting data-backed resource allocation.

Configuration

To set up scheduled reports:

Navigate to the Analytics module.
In the Analytics Overview page, click the Reports tab from the left panel.
Click Scheduled Reports.
In the Scheduled Reports page, click on the Scheduled Reports at the right hand side to create a new one.
Click Schedule Report.
In the new Schedule Report page, fill in the information, select Tickets by Channel, and set it to be repeatedly sent on a weekly basis.
Click Save.

Also Read : Scheduling Zoho Desk Reports

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