Average handle time graph from Case Management Report

[mstakh.i.mo.mi]

Sprout allows you to assign individual messages in your Smart Inbox as Cases. Case Management in Sprout helps ensure the best support team member is assigned to a customer’s inquiry (Case), provide greater visibility into how a customer’s issue is solved and improve insight into how your support team is doing overall.

There are two customer service cases reports within Sprout: the Case Management Report and the Case Team Activity Report. The Case Management Report helps you manage the efficiency and quality of your customer service efforts. In this report, you can track metrics like average first response time, AHT and average reply time for your full social customer service program.


Detailed sections of the report break down case volume and case efficiency, giving spain mobile database you an understanding of the workload your customer service team is handling, how well they’re doing it and how customer services cases are being managed overall.

The Case Team Activity Report goes a step further to highlight how individual customer service team members are excelling, and where they may need coaching or support. Here you can track cases assigned and individual workloads, case completion rate and individual versions of metrics like AHT and average first reply.

Together, these reports provide both a micro and macro review of your social media customer service team’s efforts.

Provide your customers with an unforgettable social customer service experience
Whether you’re part of a social media team handling social support or a customer care professional on a dedicated support team, ground yourself in your goals for customer service.

Then, as you measure performance and social media customer service metrics, you can adjust and better cater to your customers.