Capabilities that drive action

Deep dives on agents and organizations with exports that move work forward.

Agent Analysis

Metrics plus qualitative insights across ticket comments and worklogs. Coach with specifics, not hunches.

{
  "agent": "Jamie R.",
  "period": "last 30 days",
  "metrics": {
    "ticketsHandled": 142,
    "medianResolutionHrs": 6.2,
    "csat": 4.7
  },
  "summary": "Strong throughput with consistent tone. Improve handoff notes to reduce reopen rate."
}

Customer / Organization Insights

Theme mining per organization with sentiment, risks, and an action plan. Turn noise into a roadmap.

{
  "organization": "Acme Retail",
  "themes": ["Checkout latency", "Shipping ETA", "Promo code errors"],
  "sentiment": "mixed",
  "risks": ["Cart abandonment spike"],
  "actions": ["Escalate to product", "Publish workaround article"]
}

Exports

One-click PDF for exec-ready summaries. CSV exports for full data and downstream analysis.

PDF: styled, sectioned, brand-ready
CSV: flattened data for BI tools
Saved reports re-openable for 48h