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Analytics Assessment Tools

The power of AnswerIQ stems from the full product suite working collectively to deliver a holistic view of your support organization efficiency, including a content gap analysis. Most support teams have a general sense of things like average handle time and backlog/number of tickets in the queue. That said, the majority of support teams don’t have a strong sense of how their communications resonate with customers, where there may be gaps in the content repository, or even how redundant templates may be affecting the most accurate exchanges. That’s where you need customer experience assessment tools. And that’s where we step in.

AnswerIQ has developed a unique analytics dashboard that works alongside our solution set to identify gaps and redundancies in your organization’s templates and knowledge base; pinpointing where resolution is not as efficient as it can be.

Quickly identify how many tickets you have received, the percentage of deflection attempts, tickets deflected and the cost savings!
Identify the number of tickets deflected within a given timeframe and set KPIs against your established benchmarks.
Easily assess the number of tickets handled by agents using macros and knowledge base articles, assistance attempts, tickets assisted and the assistance rate.

Key Benefits of Agent Assist

Comprehensive & Flexible

Use templated response with knowledge content to address the majority (upwards of 80%) of the issues that arise day in and day out.

Consistent, Fast & Accurate

Templated communication won't vary from agent to agent and response time will be greatly reduced.


The combination of automation and personalization makes it possible to both scale and remain empathic in your approach to resolution.