Issue Analytics
Overview
Below is a business-focused explanation of the Issue Analytics report in Dafater.
Issue Analytics – Business Overview
What Business Information This Report Provides
The Issue Analytics report gives management and support leaders a clear, data-driven view of customer issues handled by the support team. It summarizes how many issues are being raised, how quickly they are addressed, their current status, and where delays or bottlenecks exist.
This report helps organizations understand: - Support workload and trends - Responsiveness to customer issues - Quality and efficiency of issue resolution - Areas where customer experience may be at risk
When and Why to Use This Report
Use the Issue Analytics report when you want to: - Monitor overall support performance - Review team workload and efficiency - Identify recurring or unresolved customer problems - Prepare for management reviews or service-level discussions - Make decisions on staffing, training, or process improvements
It is especially useful during monthly or quarterly performance reviews and when customer satisfaction metrics need improvement.
Key Columns and What They Mean for Business
While the exact columns may vary, the report typically includes:
Issue ID / Issue Title
Identifies individual customer issues for tracking and follow-up.Customer
Shows which customers are raising issues, helping identify key accounts that may need attention.Issue Type
Indicates the nature of the problem (e.g., complaint, request, inquiry), useful for understanding demand patterns.Status
Shows whether issues are Open, In Progress, Resolved, or Closed, giving visibility into pending work.Priority
Highlights high-impact or urgent issues that require immediate attention.Assigned To
Indicates responsibility, helping managers balance workloads and ensure accountability.Creation Date / Resolution Date
Used to assess response time and resolution efficiency.Resolution Time / Age of Issue
Shows how long issues take to resolve, supporting service performance analysis.
Available Filters and Their Business Purpose
Common filters help focus the analysis on what matters most:
Date Range
Analyze issues for a specific period (weekly, monthly, quarterly).Status
Focus on open or overdue issues that need action.Priority
Review only high-priority issues to manage risk and customer impact.Customer
Analyze issues for specific customers or key accounts.Assigned Team or Agent
Evaluate team performance and individual workloads.Issue Type
Identify trends in complaints, requests, or recurring problems.
How to Interpret the Results for Business Decisions
- High number of open issues may indicate understaffing or inefficient processes.
- Long resolution times suggest training needs, process gaps, or system constraints.
- Repeated issues from the same customer may signal deeper service or product problems.
- High volume of a specific issue type can guide preventive actions or process changes.
- Uneven distribution of issues among agents highlights the need for workload balancing.
Common Use Cases and Scenarios
Support Performance Review:
Managers assess how well the support team is meeting service expectations.Customer Experience Improvement:
Identify recurring pain points and take corrective actions.Resource Planning:
Decide whether additional support staff or reallocation is required.Service Quality Monitoring:
Track overdue or high-priority issues to reduce customer dissatisfaction.Management Reporting:
Provide clear, factual insights during leadership or stakeholder meetings.
In summary, the Issue Analytics report in Dafater transforms raw support data into actionable insights, enabling better customer service, informed decision-making, and continuous improvement of support operations.
Report Information
- Module: Support
- Related DocType: Issue
- Report Type: Script Report
- Standard: Yes