Department report

Department reports in LiveAgent allow organizations to allocate tickets and assign agents to various departments by product, location, or responsibility, offering customized templates and workflow rules. It includes 11 reporting features to monitor performance.

A Department represents a specific division of your organization sorted by product or service, the field of knowledge, physical location, or Responsibility.

Distribute Tickets and assign support Agents into Departments. Define Filters and transfer Rules so that your Tickets will always land in the right hands. Specify different signatures, Phone, and Chat answering Rules for different Departments. Instantly see how many new, open, and resolved Tickets are in your Departments.

Example

You can create a Department called “Sales” and assign suitable Tickets to it.

Every Department will have its own support process for which you can specify Agents, configure support-e-mail addresses, track support Tickets, set workflow Rules, define Service-Level Agreements and Business hours.

Departments allow you to:

Restrict access to Tickets for Agents belonging to the same department as the Ticket
Customize your e-mail communication Templates per Department
Configure the availability of Chat, Phone, and messaging services per Department

Running a one-man show?

You don’t need to use Departments if you are running a one-man business or a very small organization. In that case, all Tickets are distributed and handled by all, regardless of type.

Benefits of Departments:

Distribute work, authority, and Responsibility
Group teams of specialists together
Increase effectivity and quality of Ticket handling
Decrease Ticket response and resolution time

Examples of use:

Function – Human Resources, IT, Accounting
Product or Service – city bikes, road bikes or Bikes-Shop.com, Flowers-Shop.com
Customers – Resellers, Affiliates, VIP
Geographic – US, Europe, Asia

Department Report

LiveAgent offers a report of answered Tickets, Chats, Calls, Rankings, and more (see all options below) from a specific time range. Individual entries can be sorted by time range, Department, Channel, and Agent. Department Report can be exported to a CSV file.