Radar In Focus: Track customer support metrics using Radar's static reports

Radar In Focus: Track customer support metrics using Radar's static reports

Hello everyone, 

Welcome back to the Radar In Focus series, where we explore how Radar features can add value to your business.  
In this episode, we're looking at Radar static reports.



The help desk is filled with vast amounts of data that can be analyzed to uncover game-changing insights on customer needs, business performance, and support processes. However, because data is scattered across modules, it's not easy to analyze. Reports help make sense of the data. 

They pull data from across the help desk into one place and present the key information in an organized, structured format, which helps identify opportunities for improvement and home in on inefficiencies. Reports are indispensable for data-backed, effective decisions; that's why we're bringing them to Radar. 

We're augmenting Radar's analytical capabilities with 9 prebuilt reports

  • Agent availability: Lets you monitor your agent's clock-in time and clock-out time, their hours worked, sessions, and breaks.


  • Agent performance: Paints a vivid picture of how efficient and effective your agents are.


  • Incoming responses: An overarching analysis of all incoming responses, including who replied to it, when they replied, the channel through which it came, if the reply violated any SLAs, and more.


  • Lifecycle report: Tracks tickets as they progress through various statuses from created to closed.


  • Reopened tickets: Provides details of tickets that have been opened after being closed to help you understand why they were reopened. 


  • Response time: Helps you monitor the average response time of tickets to ensure prompt service.


  • Resolution time: A detailed table of the resolution time of each ticket to help you uphold service quality.


  • SLA tickets: A comprehensive list of all the times SLAs were violated in your help desk with insights on who violated the SLA to help you put mitigative strategies in motion promptly.


  • Ticket stages: Helps you see tickets as they move from open to closed to find out how much time they spend in each stage.



 

Why Radar static reports? 

Comprehensive: Each report encompasses every aspect of the topic it deals with. For example, in the agent performance report, all performance metrics of the agent, such as response time, resolution time, tickets closed per day/week, first contact resolution (FCR), escalation rate, ratings, SLA violation, and more.

Granular: Every static report is flush with details to facilitate understanding and analysis. For example, in the session view of the agent availability report, every log in and log out of the agent is recorded. This enables managers to closely monitor work hours and breaks.
​
Insightful: Static reports are packed with insights that can be readily acted on. For example, the ticket lifecycle report shows you, in real-time, the tickets that are stagnating in one status for a long time. Equipped with this insight, you can promptly step in and speed up resolution.

Portable: Radar's reports provide powerful business intelligence that can fit in your pocket and be carried with you wherever you go, ready to assist. An agent missing chats? Quickly pull up the availability report to see if and when they checked out. 

Shareable: Export reports as PDFs or CSV files to keep a physical record. Share them with your team to ensure everyone is on the same page. For example, during a performance appraisal meeting, you can share the agent performance report to discuss the areas for improvement.

Different views and modes: 
Filtering: Customize the report with filters to show only the data you want. For example, you can filter the lifecycle report to show instances where tickets have been moved from escalated to on-hold status to discern pressing concerns. 

Landscape mode: Since static reports are comprehensive, they have multiple columns. Viewing all of them side by side isn't possible in the default portrait mode due to dimension constraints. However, you can do so conveniently using the landscape mode.




Reports vs Dashboards






Being analytical components, the purpose of both dashboards and reports is to provide insights and inform decisions. However, they're designed for different business applications. Understanding when to use which can help you apply these impactful tools to their fullest potential. 


Reports


Dashboards


Provide a deep dive into help desk data


Deliver a high-level view of help desk data


Structure data in a way that makes it easy to comprehend and uncover insights


Impart ready-made actionable insights


Present data in tabular and matrix formats for easy analysis.


Vizualize metrics using charts, graphs, and other visualizations.


Applications: Identify trends and patterns to derive business insights.


Applications: Use when you need to make informed data-backed decisions,

 
Wrapping up
Powerful help desk analytics are now in the palm of your hands. Leverage them to improve support performance, influence business decisions, and make your business more data-oriented.

Start exploring static reports in Radar and tell us what you think!

If you need help, you know where to find us:  support@zohodesk.com

Help Document:

Also watch:



Regards, 
Madumitha P
Zoho Desk Team

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

    • Recent Topics

    • Zoho Books Invoices Templates

      It would be really helpful to have more advanced features to customise the invoice templates in Zoho Books. Especially I´m thinking of the spacing of the different parts of the invoice (Address line etc.). If you have a sender and receiver address in

    • Passing the CRM

      Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when

    • Zoho Tracking Image location

      So we've been having an issue with tracking email opens. Specifically in Gmail. Our emails are not that long either, maybe 4 sections of image/250 characters of text/button per section.  But all my test accounts I used via Gmail we're showing opens. But then come to find out the tracking image is at the very bottom of the email. So If the message is clipped (It always just clips our social icons on the bottom) and the user doesn't click the show more button it never tracks the open.  Looking at other

    • Please can the open tasks be shown in each customer account at the top.

      Hi there This has happened before, where the open tasks are no longer visible at the top of the page for each customer in the CRM. They have gone missing previously and were reinstated when I asked so I think it's just after an update that this feature

    • Support for Developing Zoho Recruit Extensions via Zoho Sigma

      Hi, I’m interested in building an extension for Zoho Recruit using Zoho Sigma. However, when I navigate to Sigma and attempt to create a new extension (via the "New Extension" option), Zoho Recruit does not appear as a listed service—only options like

    • Email Administrators! Join our tips & troubleshooting series

      Greetings to all the admins out there! This announcement is exclusively for you. As we step into the New Year, we’re excited to start a dedicated series of admin-specific tips curated to support you. These posts will help you overcome everyday challenges

    • Notes badge as a quick action in the list view

      Hello all, We are introducing the Notes badge in the list view of all modules as a quick action you can perform for each record, in addition to the existing Activity badge. With this enhancement, users will have quick visibility into the notes associated

    • Deprecation of the Zoho OAuth connector

      Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector

    • Personalize your booking pages with Custom CSS

      Greetings from the Zoho Bookings team! We’re introducing Custom CSS for Zoho Bookings, designed to give you complete control over the look and feel of your booking pages. With this new feature, you can upload your own CSS file to customize colors, fonts,

    • Free Webinar : Unlock AI driven business insights with Zoho Inventory + Zoho Analytics

      Are you tired of switching between apps and exporting data to build customized reports? Say hello to smarter & streamlined insights! Join us for this exclusive webinar where we explore the power of the Zoho Inventory–Zoho Analytics integration. Learn

    • No OR Filter for Views with a Related Modules Criteria

      We would like to create a Deal View where the User can see all their deals. For that, we would need an OR to connect the criteria. One of the Fields is a "multiselect User", these (Related Modules Criteria) can only be Filter with an AND. Even between

    • Creating a Chart from a Report

      In Zoho Analytics, is it possible to create a chart from a Pivot View report? We are looking to use Zoho Analytics to replace Excel for Sales reports and would like to be able to show both the table and the chart together.

    • Import Function: ONLY update empty fields

      When setting up an import from a spreadsheet to CRM, there is a checkbox "Don't update empty values for existing contacts" (see screenshot below). While I see some limited benefit from this functionality, I think there should also be an "ONLY update empty

    • Sales IQ Chat Widget is Only Displaying Last Name

      Can anyone suggest why the widget is only displaying "last name"?! We have the latest version of the wordpress plugin installed. Thanks Thanks!

    • Free Webinar: Zoho Sign for Zoho Projects: Automate tasks and approvals with e-signatures

      Hi there! Handling multiple projects at once? Zoho Projects is your solution for automated and streamlined project management, and with the Zoho Sign extension, you can sign, send, and manage digital paperwork directly from your project workspace. Join

    • Begin the year with best practices in the Zoho Desk mobile app : Part 2

      In focus: Optimizing collaboration and supervision Let's begin 2026 with Part 2 of our tips series on driving your ticketing operations at your fingertips. In Part 1, we explored streamlining operations within tickets. This helped individuals at Omniserve

    • Process checklist in CRM

      Hi We've created a new sales process that I'm mapping into the CRM - issue I have is that some of the tasks / milestones I would like to capture require very simple tick box responses but there are quite a few under a variety of sub categories so I don't

    • Can we disable add to cart in Zoho Commerce?

      Hello, Our sales happen on the phone. During the call the customer is directed to our website to inspect the products together with the sales rep. So we need a way to present our inventory. I figured Zoho Commerce is a good fit for this use case. However we would have to disable the possibility to purchase products in the shop. Is that possible? Sunny regards, Artjom

    • Holidays - Cannot Enter Two Holidays on Same Day

      I have a fairly common setup, where part-time employees receive 1/2 day's pay on a holiday and full-time employees receive a full day's pay. Historically, I've been able to accommodate this by entering two separate holidays, one that covers full-time

    • Zoho DataPrep and File Pattern configuration

      I'm using Zoho data prep to ingest data from One Drive into Zoho Analytics... The pipeline is super simple but I can't any way to get all the files that I need. Basically I need to bring all the files with a certain pattern and for that I'm using a regex

    • Adding a new section to the related details sidebar when creating a new ticket.

      Hello, I was wondering if you can add a new section to the related details sidebar when creating a new ticket. I was wanting to have it to where it also shows the account information related to the contact chosen as well. This is the section I am referring

    • JWT Token authentication problem that sometimes generates infinite redirect loops

      Description : Nous proposons un bouton sur notre plateforme permettant de rediriger l'utilisateur vers le portail ZohoDesk via un jeton JWT pour une authentification transparente. Cependant, il arrive que certains utilisateurs soient pris dans une boucle

    • Zoho desk desktop application

      does zoho desk has a destop applicaion?

    • No funcionan correctamente el calculo de las horas laborales para informe de tickets

      Hola, estoy intentando sacar estadísticas de tiempo de primera respuesta y resolución en horario laboral de mis tickets, pero el calculo de horas en horario laboral no funciona correctamente cree los horarios con los feriados : Ajusté los acuerdos de

    • How do I bulk archive my projects in ZOHO projects

      Hi, I want to archive 50 Projects in one go. Can you please help me out , How can I do this? Thanks kapil

    • Introducing Dedicated Modules for Plans, Addons, and Coupons in Zoho Billing

      We’ve enhanced the way you manage Plans, Addons, and Coupons in Zoho Billing. Previously, all three grouped together under Subscription Items. Now, each one has its own dedicated module, giving you a cleaner and more intuitive experience. This update

    • ZOHO Work Drive Back Up

      I am looking for a ZOHO Work Drive backup solution. Something that is cloud based. There's lots of these kinds of options for Google Drive and other providers, but I have not seen anything for WorkDrive. Any suggestions?

    • ZOHO Reports - Filter Logic?

      Hi, I need a way to apply filter logics such as ((1 AND 2) OR 3). All I can see as of now is a way to enter different AND filters in the respective filter column. But how can I add an OR filter? Any advice would be highly appreciated. Mark

    • Scanned Doc - selecting Item overwrites Rate

      I have a Vendor Invoice which was uploaded to Documents. I select Add To > New Bill. The OCR is actually quite good, but it is reading an Item Description instead of an Item Number. I remove the description and select the correct Item Number... and it

    • Recruit API search

      Hi all, Attempting to call the search api endpoint from Postman using the word element as mentioned in api docs Search Records - APIs | Online Help - Zoho Recruit When making the call to /v2/Candidates/search?word=Saudi receive response of { "code": "MANDATORY_NOT_FOUND",

    • Manage control over Microsoft Office 365 integrations with profile-based sync permissions

      Greetings all, Previously, all users in Zoho CRM had access to enable Microsoft integrations (Calendar, Contacts, and Tasks) in their accounts, regardless of their profile type. Users with administrator profiles can now manage profile-based permissions

    • Saving reading position + Keep screen on

      While Zoho Notebook is excellent for saving and annotating articles, its utility is severely limited by the lack of reading progress synchronization. On the Android app, if a user exits a long note after reading 50%, the app fails to save the position.

    • Zoho LandingPage is integrated with Zoho One!

      Greetings to the Zoho One users out there! We're delighted to let you know that Zoho LandingPage is available in Zoho One too! With Zoho LandingPage, you can host custom-made landing pages, and persuade the visitors to dive deeper by making further clicks,

    • Android app sync problem - multiple devices have same problem

      Hello, I am having a problem with synchronization in the Android app. When I create a drawing, the data does not sync correctly—only a blank note is created without the drawing. I tested this on multiple devices, including phones and tablets, and the

    • How can i resend a campaign to only one of the recipients on the original campaign

      How can i resend a campaign to only one of the recipients on the original campaign ? Sincererly, Mike

    • How to show branch instead of org name on invoice template?

      Not sure why invoices are showing the org name not the branch name? I can insert the branch name using the ${ORGANIZATION.BRANCHNAME} placeholder, but then it isn't bold text anymore. Any other ideas?

    • Create CRM Deal from Books Quote and Auto Update Deal Stage

      I want to set up an automation where, whenever a Quote is created in Zoho Books, a Deal is automatically created in Zoho CRM with the Quote amount, customer details, and some custom fields from Zoho Books. Additionally, when the Sales Order is converted

    • Marketing Automation Requirements Questions

      I would like to set up a multi-email drip campaign- please see the structure below and confirm if I can achieve this set up in Zoho marketing automation. Where applicable, highlight gaps and workarounds. Thanks Drip email campaign- Can I create one drip

    • Zoho CRM for Gmail Extension Not Working in Brave Browser?

      Is anyone able to get the Zoho CRM Chrome Extension working in the Brave browser? They're both built on the Chromium platform and every other Chrome Extension works with the exception of Zoho CRM for Gmail so any ideas here?

    • Sharing URLs and direct access

      Hello, I am storing my team's email signature images on Workdrive. I am creating a public image download share and adding “?directDownload=true” so that the image can be accessed without the Workdrive interface. A few questions: 1) Can we generate friendly

    • Next Page