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!
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Regards,
Madumitha P
Zoho Desk Team