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Support Metrics
Good Customer Support is key for getting an outstanding customer experience. FROGED's aim is to help you optimize your efforts while you increase the satisfaction of your users and customers.

But to know how well you're providing support, you need data right? The good news is that FROGED helps you track all relevant insights about your Inbox activity. This is all located in the menu Reports > Support Metrics:



You can get general metrics and graphs like:
  • Active conversations
  • Time of first reply
  • Resolution time
  • Satisfaction of users after a conversation (CSAT)
etc.

And you can also filter down the graphs for getting more granular data. You can know how many conversations you had per channel, per tag, per individual agents, etc. For example, if you tag all the conversations about a "bug" you can easily filter them out from the general metrics, and get an idea of how many conversations your agents have or are having about "bug" problems:



And you can also download all the raw data in a csv. file for running deeper analysis of your own in excel. You can simply get this file in your inbox from Reports > Support Metrics > Send report:




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