Today's support landscape consists of multiple touch points: Your website, Facebook, Twitter, Chat, Incoming and Outgoing calls, e-mails...and more. Within a support environment, millenials will want to check Frequently Asked Questions (FAQ) before wanting to Chat with an agent. While older people still call your support team, without first checking for answers themselves. As channels and way-of-working change, also metrics and reporting changes in your company.
Standard customer service reporting looks at numbers like: