Parature Report™

Get Greater Insight across Your Entire Support Process

Whether you need to gauge the performance of your support team, the value of your knowledgebase content, or the overall quality of your products and services, Parature Report™ provides the real-time intelligence you need to make smart decisions.

Measure Your Effectiveness and Make Adjustments

• Get a better reading on the overall support portal usage by your end users
• Measure average response times for all your service requests and track the performance of your support reps at any point in time
• Monitor the amount of views and the ratings for articles and downloads you're providing

Smarter, More Proactive Planning

• Better anticipate and plan for high support volume times by tracking the quantity of ticket submissions daily, weekly, monthly or any time period you choose
• Ensure your support portal has the right balance of topics by keeping tabs on the amount of articles published

Build Custom Ticket Reports to Meet Your Precise Needs

• Easily export reports for Microsoft Excel™ for more analysis
• Summarise statistics based on specific groupings in the report view list
• Provide management with a two-dimensional matrix view of support data to pinpoint areas with inefficiencies

For Complete Enterprise Business Intelligence for All Your Parature Service and Support Data - Parature Report™ Premium, Powered by Business Objects

Get extra tracking, analysis and reporting power for greater insight into key performance areas.

Fully customised and fully integrated, you'll get valuable intelligence across each Parature module to track everything from response times to staff requirements.

Premium Report Designer lets you customise reporting on trends, growth, performance and ticket activity

• Combine results for various support areas into a single report
• Create executive-ready reports and charts
• Evaluate workflow management by accounting for your organisation's business hours when reporting on time-based measures for tickets and time-in-status
• Determine how effectively your support team is handling ticket and chat sessions
• Evaluate the number of new accounts, customers, products or assets your support team is handling and see growth rates for each
• Rank the value of knowledgebase articles - see which areas need content improvements
• See how long each ticket stays in each state of your workflow. Determine what's behind workflow delays

Parature also provides seamless access to 20+ packaged reports covering ticket workflow, knowledgebase activity, download file history, full customer account information and many other reports.