Support Report: General Information

In MYOB Advanced, you can analyze the case processing data and support metrics so that your support team can assess its productivity.

Learning Objectives

In this chapter, you will do the following:

• Learn about the types of support metrics and the reports that can be used to view these metrics
• Become familiar with the support metrics

Applicable Scenarios

You may want to learn how to use the support metrics in MYOB Advanced in scenarios that include the following:

• You need to analyze how many case escalations occurred over a certain period of time
• You need to analyze the operational efficiency of your customer service team.

Support Report

MYOB Advanced provides the Cases BI (CR3010BI) inquiry form. Customer service managers can use this report to monitor multiple case-processing metrics and to track customer support goals, and customer service representatives can use it to track their individual and team performance.

For more information about the use of this report to analyze support metrics, see Support Report: Case Analysis.

Flexible Use of Support Report

The support report is displayed on generic inquiry form and pivot tables. You can filter data by any column in a pivot table depending on the information that you would like to view, and configure dashboards that show support metrics.

If needed, a user with the Administrator role can make changes to the generic inquiry form and pivot tables, as well as build other pivot tables to be used as filter tabs of the generic inquiry form. This user can also create new generic inquiries and pivot tables to display support metrics.