One click to amazing insight.
Easy-to-understand reports so you can stay on top of the metrics that drive customer satisfaction.
A deep dive into the metrics behind your conversations
Stay on top of the most important metrics to help you manage your team.
Conversations
Quickly understand your team's workload and identify trends.
- Conversations and resolutions per day.
- Total number of customers helped.
- Trend insights with the tags reports.
- Team leaderboard.
Productivity
See what your team is doing great and where they could use some help.
- First reply resolution rate.
- Average first response time.
- Average resolution time.
- Average replies to resolution.
Happiness
A deep dive into customer sentiment.
- Overall happiness score.
- % of customers that left a rating.
- See what conversations generated positive, neutral, and negative ratings.
Company
A high-level look at agent and team performance.
- Sortable team leaderboard.
- Total conversations/
- Total resolutions.
- Happiness rate.
The data you need to build a best-in-class knowledge base.
Gain valuable insights to continuously improve your knowledge base and lower common queries.
- Overview
A quick look at how your Knowledge Base is performing.
- Article performance
Identify your most popular articles by pageviews and ratings.
- Search report
See what your customers are looking for and if they're able to find it.
- Article suggestions
Our AI-driven system suggests the best articles to create to give customers the help they need.
“With Groove, we've seen a 20% decrease in support volume, a 46 minute faster response time and our happiness score is up to 89%.”
Jared Morris, Customer Success Manager
We're not stopping there
We've included even more easy-to-use features to make sure you have everything you need to build and manage a high‑performing team.
Allows you to see how your team performs during the hours they're actually working.
See your reports over different time periods with our calendar control.
Set your timezone to ensure that metrics are tracked correctly.
