Real-time dashboards, agent scorecards and scheduled reports — without spreadsheets.
HelpWise reports on every dimension you would build manually: ticket volume, response times, CSAT, agent performance, SLA compliance, channel mix. Filter by date range, drill from a chart down to the underlying tickets, and schedule the dashboard to email itself to your manager every Monday morning.
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What you get
The default HelpWise dashboard is the dashboard most support managers build themselves on day three of using a new tool. Volume on the top, response times in the middle, CSAT on the right, agent scoreboard at the bottom. You can pin filters, save custom views, and schedule the whole thing to email itself to your team lead every Monday at 9am.
Behind the dashboard there is a queryable data model — agent, customer, company, ticket, channel, tag — that you can slice from any direction. If you want to know "what is the CSAT for tickets where the customer is on the Enterprise plan, raised by chat, in Q1, by agent group" — that is a few clicks, not a JIRA ticket to your data team.
Agent scorecards in HelpWise are designed to be reviewed by the agent, not just by the manager. Each scorecard shows the agent's open queue, their CSAT trend, their response time relative to the team average, and the macros they used most this week. Most managers find the conversation with an underperforming agent goes very differently when both sides are looking at the same numbers.
SLA compliance is reported separately. The platform calculates first-response, next-response and full-resolution SLAs based on your business hours and the customer's priority. You see compliance percentage by priority, by channel, by agent — useful when a single bad day is dragging down a quarterly target and you want to know exactly which conversations to course-correct.
Frequently asked questions
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