Flagship assessment
Support Portal Analytics Assessment
A structured review of how your support portal captures, presents, and uses application analytics for agents and requesters.
Who it is for
Support operations leads, service desk managers, and portal owners who need a clear reading of portal analytics quality.
What you receive
A written assessment covering metric definitions, reporting gaps, portal usability friction, and a prioritized remediation plan.
Included
- Kickoff interview with portal owners and two agent focus sessions
- Inventory of current portal metrics, dashboards, and exported reports
- Review of ticket lifecycle fields that feed portal analytics
- Usability walkthrough of requester and agent portal views
- Findings document with severity ratings and recommended next steps
- 90-minute debrief with stakeholders
Not included
- Software licensing or product procurement
- Custom development or portal reconfiguration work
- Ongoing monitoring after the assessment window
How the work proceeds
- Scope call to confirm portal stack, access, and stakeholder list
- Data and access checklist completed by your team
- Document review and live portal observation
- Draft findings shared for factual correction
- Final report and live debrief
Preparation
Provide admin or analyst access to the support portal, recent monthly reports, and a list of priority ticket categories.
Constraints
Assessment covers one primary portal instance. Multi-brand or multi-region setups are scoped separately.