How much time do you lose every month building your reports? Companies don’t lack data — the real challenge is turning it quickly into useful information. Often, to get a clear picture of the situation, you still have to go through exports, spreadsheets and other reports that take time to prepare and keep up to date. The result is that, by the time the data reaches the meeting table, it may already tell an outdated story.
Deepser’s new BI module brings analytics directly inside the platform teams already use every day. Dashboards and charts are built on the very same data about tickets, SLAs, assets and sales deals, update in real time and respect the permissions already in place. From the very first login, nine dashboards are available with no configuration needed.
The right number, right when you need it
A monthly report shows how the month went, but it doesn’t make it obvious that three requests are about to breach their SLA while you’re looking at them. The difference between the two is the chance to act.
With integrated BI, SLA compliance, backlog and workloads are readable in real time, on the same records agents are working on at that moment. The data doesn’t pass through any intermediate system, so there’s no window in which the dashboard and reality can diverge.
Autonomy, without going through development
Adding a filter, changing the time granularity of a chart, creating a new view for a meeting happening tomorrow. These are minimal requests that in many organizations turn into development tickets and waiting times.
In Deepser BI these operations are done from the interface, in a few minutes. Data sources are configured visually with a condition builder, without writing SQL, and the option to write custom queries stays available for more complex cases. Those with technical skills won’t hit a ceiling; those without them won’t need any.
Visibility follows the groups you already have
Introducing an analytics tool usually means redesigning from scratch who can see what, with the real risk that someone ends up reading data that isn’t theirs to see.
Here the issue doesn’t arise. The module organizes data into Areas linked to your existing Deepser groups, so visibility rules are the ones already in force on the service desk. Dashboards inherit them automatically from the charts they contain.
Nine dashboards ready from day one
No blank page on activation. Six dashboards cover Service Management and three cover CRM, all built on KPIs that managers routinely ask for.
Six dashboards for Service Management
Three are tuned for the Service Manager, with an aggregated view across the whole service desk, and three for the Team Leader, with the same indicators narrowed to a single team. The difference is in the content, not the permissions: anyone who accesses the module sees them all.
For the Service Manager
Operational Control & SLA keeps compliance under control across all active requests, with backlog and aging of at-risk requests — the ones you can still do something about before a breach. It also highlights unassigned requests, which is the fastest way to spot coverage gaps.
Quality & Efficiency looks at resolution quality beyond simply meeting deadlines. Resolution time by priority, reopen rate and historical SLA trends help tell an isolated incident from a structural decline.
Demand & Channel Analysis helps plan resources. Volumes opened and closed over time, distribution by service category and by entry channel across portal, email, backend and API.
For the Team Leader
Service Desk SLA Monitoring is designed to open the operational day. Daily team SLA compliance, requests stuck waiting for a customer reply broken down by agent, average first response time.
Quality & Efficiency Metrics cross-references the reopen rate with closed volume and shows first response time by service type. Comparing individual agents is not included, and that’s a product choice: the data is about the team, not an individual ranking.
Team Workload & Productivity shows where the load is piling up. Active work per agent, requests closed per week, backlog by priority or service type, with the practical goal of understanding where to move people.
Three dashboards for CRM
The module also covers the sales side, with three dashboards built for a Sales Manager.
Pipeline & Forecast breaks down open opportunities by stage and by owner, in number and in value, and pairs them with the trend over time to see whether the pipeline is growing or thinning out. The conversion funnel shows how much advances from one stage to the next, aging how long deals stay stuck, amount per account where the value is concentrated.
Performance & Win/Loss focuses on how opportunities close. Outcomes by agent, reasons for lost deals and their trend over time, average sales cycle length, closed won per account and average deal size.
Customer & Business Mix Insights answers the question of where revenue is really generated. Active leads and contacts by source, split between New Business and Existing Business, amount won by source and the trend of the mix over time.
When the standard dashboards aren’t enough
The nine dashboards cover the most common needs, but every organization has the metric that matters to it alone. The module is designed for that too.
From data to chart
The path is short. You define a data source by choosing the reference Deepser model — for example Service Operations — you select columns and filters, and once that source is synced it becomes the basis on which to build charts.
What you can configure
The chart builder offers a wide gallery of types and the parameters you’d expect from a visualization tool. Field on the horizontal axis with the time granularity of your choice, dimensions to break the data down into categories, metrics computed among the available aggregates or via a custom expression, filters and a time window. Colors, titles and axis formatting are adjusted separately, with an instant preview on every change.
Dashboards are composed by dragging in the saved charts and organizing them with tabs, rows, columns, headers and text blocks. They stay in draft until they’re published.
Dashboards are shared by design
It’s worth stressing because it changes how you use them. In Deepser BI there are no personal dashboards: a dashboard is always shared and its visibility depends on the data it shows. Anyone who accesses it can still interact with the filters already configured, narrowing for example the period or the service type, without altering the view for others. Creation and editing remain in the hands of administrators.
Availability
The BI module is available with the Enterprise plan or separately. Activation requires an administrator and a few initial settings, after which the standard dashboards are immediately available. Contact our support team if you’re already a customer, or our sales team if you don’t use Deepser yet, to find out more!
