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!
Help Document:
Also watch:
Regards,
Madumitha P
Zoho Desk Team
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Madumitha P
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 keynoteWhatsApp 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 PlatformLive 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 toolsApple 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 helpZoho 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
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Zia Conversation Summary: Context at a glance for every customer interaction
Hello everyone! Every customer conversation tells a story—but in CRM, that story is rarely in one place. A sales rep moving between multiple leads has to reopen long email threads, check call remarks, and revisit meeting notes just to remember what wasHow to update Multi File upload field
Assume that i have a multi file upload field,how can i update the same field again?How to set a fixed width of column/cells
Is there a way to set a 'fixed' width for cells in zoho sheet? I know how to adjust the size of the colums.... but after I past a large block of text into a cell, it expands the cell size again. (yes, I have turned off word wrap) How can I set a fixed width so the cells don't change size each time I add data to a cell? Thanks.Cliq iOS can't see shared screen
Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? RegardsWorkdrive Oauth2 Token Isn't Refreshing
I have set up oauth for a bunch of zoho apis and have never had a problem with oauth. With workdrive i am using the exact same template i usually use for the other zoho apps and it is not working. All requests will work for the first hour then stops soAdding Reports to Portals
Is there a way to add Reports to portals so only the user can see report templates relevant to them?Single Portal for Multiple Apps
Hello, I'm just getting started with Zoho and I'm very overwhelmed. I am currently using the free trial of Zoho One, but if I can figure it out, I intend to upgrade to the paid version. Zoho One, of course, gives me access to an entire suite of services/applications. One of the things I'd like to do is have a single place for clients (customers?) to log in and view current projects, invoices, contact information, etc. A single login for my clients. A single portal. I've come across documentation【開催報告】 大阪 ユーザー交流会 2025/11/20（木）Zoho CRM Plus 活用のアイデアとデータの“見える化”
皆さま、こんにちは。コミュニティチームの中野です。 11/20（木）に、大阪 ユーザー交流会を開催しました。本投稿では、その様子をお届けします。 当日の登壇資料などもこちらに共有しますので、参加できなかった皆さまもご参照ください。 （Zoho 社員セッションの登壇資料については、11/28(金)に開催予定の東京回の開催報告で共有いたします） 今年2回目の開催となる大阪 ユーザー交流会では、株式会社KDDIウェブコミュニケーションズ 山田さんによる Zoho CRM Plus の事例セッションのほか、「ZohoEvery rating counts: Shaping customer experience
We are back to that beautiful time of the year. It is the season to reflect, be thankful, and appreciate everything that has happened throughout the year. Thanksgiving is a time we connect with our family, friends, and relatives to strengthen relationships,Paging through API results. a major gap in your documentation.
There is no way for me. to get all of my data through a single API call. Typically REST APis have mechanisms for paging through API results. But the documentation for the API I am using: https://desk.zoho.com/DeskAPIDocument#Introduction Has no mentionHow to remove duplicate contacts
Custom Field for Subscription
Hi, I can't find a way to add a custom field (to contain a license key generated from our software) against a subscription? Is the only place to add this information in the Invoice module (as custom field for invoice)? When a customer views his subscription via the customer portal, there appears no way to display a license key for them? The invoice is not the natural place to store a license key for a particular subscription, so where else can this be stored and displayed?Custom View and Custom Fields on Zoho Books
Hi, I have some custom fields on Estimates and Invoices. I also use Custom Views so I can have a lot of information at a glance. I want to include my custom fields as columns in my custom views of estimates / invoice, but it looks like is not possible.Cannot Access Subform Display Order in Deluge
As highlighted in this community post, we still have to deal with the significant limitation of not being able to access the user-sorted order of subform rows through Deluge. This creates a major disconnect between the UI capabilities and backend automation,Dropdown data depends on filters in another field.
In my quote form I have a lookup field called Reseller that pulls from Accounts. I would like it to pull from Accounts, but only those accounts with an account field 'Type' where that is 'Reseller'. Does anyone know a way to do this? Similarly, I'd likeIs it possible to adjust the web browser tab title (when a ZoHo Desk ticket is opened)
Hi All, When I open a ZoHo Desk ticket in a web browser, the tab title (text that appears at the top of the browser tab) uses the logic: *company icon picture* (xxxx) #ticket number - company name See below (highlighted in red) for reference. CompanyAdd Attachment Support to Zoho Flow Mailhook / Email Trigger Module
Dear Zoho Support Team, We hope you are well. We would like to kindly request a feature enhancement for the Mailhook module in Zoho Flow. Currently, the email trigger in Zoho Flow provides access to the message body, subject, from address, and to address,Collections Management: #7 Common Mistakes during Payment Collection
Payment collection may appear straightforward in most cases. Still, as your customer base expands and transaction volume increases, it becomes clear that even small inefficiencies can lead to delayed payments, increased support load, or even revenue loss.Recruit paid support?
Hi all, Could anyone who has paid support package advise if it provides value for money with regards to support response times? Exploring the idea as unfortunately when we have faced issues with Recruit it has been a 7+ day timescale from reporting toUnusual activity detected from this IP. Please try again after some time
When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone helpRead webpage - MSXML2.ServerXMLHTTP
I have the following VBA script, put together from various sources (mainly zoho forum/help/support, so it once worked, I guess): private Sub GetListOfSheets() Dim url As String Dim xmlhttp As Object Dim parameters As String Dim html As String range("B1").valueSortie de Zoho TABLE ??
Bonjour, Depuis bientôt 2 ans l'application zoho table est sortie en dehors de l'UE ? Depuis un an elle est annoncée en Europe Mais en vrai, c'est pour quand exactement ??Rename Record Summary PDF in SendMail task
So I've been tasked with renaming a record summary PDF to be sent as part of a sendmail task. Normally I would offer the manual solution, a user exports the PDF and uploads it to a file upload field, however this is not acceptable to the client in thisLimitation with Dynamic Email Attachment Capture
I've discovered a flaw in how Zoho Creator handles email attachments when using the Email-to-Form feature, and I'm hoping the Zoho team can address this in a future update. The Issue According to the official documentation, capturing email attachmentsRecruit 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",Text/SMS With Zoho Desk
Hi Guys- Considering using SMS to get faster responses from customers that we are helping. Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic. Screen Magic seems easier to setup, but appears to be 2x as expensive for United States. I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages? If so are responses linked back to the zoho ticket? If not, how are you handling this, a simple "DO NOT REPLY" asCustom Field in Zoho Projects pulling into Analytics
We have a client that we have built our their new business process using Zoho Projects, and we have build a lot of custom fields with their their Projects where they are capturing specific data points that we want to be able to track and pull data, asMarketer's Space - Holiday season email marketing tips you should know
Hello Marketers! Welcome back to another post in Marketer's Space! 'Tis the season—that time of the year everyone eagerly anticipates. While most look forward to relaxing, marketers will be super-busy from late November to early January. Mistakes canZia Competitor Alerts made easy with Zia's suggestions
Hi everyone, In addition to the existing manually added competitors, Zia will now find your competitors for you - instantly. Earlier, you had to identify competitors through research manually, support tickets, or tradeshows—a time-consuming process thatAdd Custom Field Inside Parts Section
How to Add Custom Field Inside Parts Section in Workorder like Category and Sub- CategoryZoho CRM Community Digest October 2025 | Part 2
Hello Everyone! From new mobile capabilities and smarter integrations to real-world workflow fixes and developer insights, all the highlights from the second half of October is covered right here. Let’s dive in. Product Updates: Zoho CRM Mobile Updates:Understanding Zoho Contracts
Effective contract management relies on systems that are structured, organized, and reliable. Every feature, workflow, rule, and restriction in Zoho Contracts are designed the way they are to ensure consistency, compliance, and control across every stageTip of the Week #76– Automate your inbox during vacation in Zoho TeamInbox
When you're on vacation or away from your desk, the last thing you want is for important emails to be missed or left unanswered. The good news is, you can easily set up rules in Zoho TeamInbox to assign incoming messages automatically to a teammate who'sDomain restriction for User Management actions in Zoho One
Greetings, Zoho One Admins! To strengthen account security further and safeguard user management settings, we are imposing domain-based restrictions for user account-focused admin actions in Zoho One. In addition to password reset of user, organizationZoho Mail iOS app update: Signature
Hello everyone! In the latest version(3.1.7) of the Zoho Mail app update, we have brought in support to create, edit and remove signature within the app. You can create signature from the compose screen as well as from within the Settings module(insideCopy paste from word document deletes random spaces
Hello Dear Zoho Team, When copying from a word document into Notebook, often I face a problem of the program deleting random spaces between words, the document become terribly faulty, eventhough it is perfect in its original source document (and withoutDesktop app doesn't support notecards created on Android
Hi, Does anybody have same problem? Some of last notecards created on Android app (v. 6.6) doesn't show in desktop app (v. 3.5.5). I see these note cards but whith they appear with exclamation mark in yellow triangle (see screenshot) and when I try toApproval Button in Subform
Hi Team, I’m working on a subform-based requirement where users will submit requests, and these requests must go through approval by multiple team managers. Each line item in the subform needs to be individually approved or declined based on the user'sReporting Limitation on Lead–Product Relation in Zoho CRM
I noticed that Zoho CRM has a default Products related list under Leads. However, when I try to create a report for Lead–Product association, I’m facing some limitations. To fix this, I’m considering adding a multi-lookup field along with a custom relatedSetting checkbox value on template in Sign from Creator
Good day, Please help me understand how do I set a tick from a checkbox in Creator into a checkbox on a Sign template. Below is the only values on the Sign template and the code from Creator, "field_boolean_data": {}, "field_date_data": {}, "field_radio_data":Next Page