Service
Service Analytics

Out-of-the-box service analytics

Measure team performance, customer satisfaction, and support efficiency in real time with ready-made reports that help your support team resolve issues faster.
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A dashboard showing real-time service analytics with clear reports on team performance, customer satisfaction, and support efficiency.

Improve your customer experience with actionable insights.

When data is scattered and reports require analysts, customer issues wait. Hoop’s service analytics provides built-in reports on rep productivity, average ticket response time, post-support survey scores, and overall support volume—so your team can focus on customers.

Stop waiting in line for critical service reports

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  • Everyday-user-friendly dashboards—no analyst queue required.
  • Built-in, real-time visibility into support health and trends.
  • Unlock insights fast to prioritize fixes and resources.
  • Resolve customer problems faster with data-driven decisions.
A clean dashboard showing real-time service reports: rep productivity, CSAT scores, and support efficiency metrics, with easy-to-read graphs.

Gain quick insight on rep productivity

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Average time to close

See how long tickets take to resolve and identify process delays.

Chat response time

Monitor responsiveness on live chat to improve customer wait times.

Ticket volume

Track incoming volume and backlog to balance workload across the team.

Bottleneck detection

Spot trends that slow resolution and act before issues pile up.

A dashboard showing various rep productivity metrics like average time to close tickets, chat response times, and ticket volume.

Uncover customer insights with ease

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Knowledge base usage

Understand what customers read to improve articles and deflect tickets.

Chat wait time

Measure how long customers wait and adjust staffing to meet demand.

Post-support CSAT

View satisfaction scores to verify quality and boost close rates.

Engagement trends

See how customers interact with your team across channels over time.

A dashboard displaying customer insights: knowledge base usage, chat wait times, CSAT scores, and engagement trends.

Monitor interactions and efficiency

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  • Track how customers engage with your support team across channels.
  • View response times and time to close to gauge operational efficiency.
  • Use CSAT and survey trends to improve processes and outcomes.
A dashboard showing customer interactions, response times, and CSAT scores with charts and graphs for easy monitoring and efficiency insights.

Have a question for our sales team?

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Frequently asked questions

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