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
Is there a way to disable the Activity Reminders Pop-Up Window every time I log in?
Just wondering if there is a setting to disable the window from opening every time I open my CRM? Thanks ChrisAuto-sync field of lookup value
This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.Hide fields only for creation
Hello, I'd like to hide some fields only during the creation of a contact in Zoho CRM. In fact I have some fields that are automatically calculated thanks to an automation, so when my users create a contact I don't want them to fill those fields. I knowRich-text fields in Zoho CRM
Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatileFont Size 11 - Zoho CRM Email Templates
Our company communicates with our vendors exclusively using Calibri Font Size 11, as this is the standard formatting for professional emails. Since the CRM only allows for the selection of font sizes 10 & 12, we have been unable to utilize the CRM emailError 400 Booking
Added a custom domain to Booking. Am Getting a SSL Error that has some other domain on the SSL and giving a 400 error. Followed instructions and it stated it verified our domain.. However it is not working. Please Help!Error AS101 when adding new email alias
Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.New feature request: Allow copy of email message to another folder
Hello Zoho team, This is a suggested new feature to allow copy an email message to either another folder or the same folder. Within the same Zoho account. This is not a support request about "label". This is a suggested new feature to allow copies ofCan No Longer Access Zoho Email Accounts from iPhone or iPad Apple Mail Apps ,.
Keeps asking for password, Says ID or password incorrect. Tried creating a new app specific password. Same result. Is this possibly related to the server maintenance. Have verified all email settings, userid and password. This has worked for years untilLink Purchase Order to Deal
Zoho Books directly syncs with contacts, vendors and products in Zoho CRM including field mapping. Is there any way to associate vendor purchase orders with deals, so that we can calculate our profit margin for each deal with connected sales invoicesHotmail is blocking the zoho mail IP
Greetings, Since last Tuesday (5 days ago today) I wrote to Zoho support and I still haven't received a single response (Ticket ID: 2056917). Is this how you treat people who pay for your email service? I am making this public so that those who want toZoho Projects - Email Notifications for Feed Updates
Hi Projects Team, I'm working with a client who wants a simple way to communicate with their customers on projects. Getting the customer to add comments to Tasks or Bug records is not ideal, as we need a way which is easy with minimal training, and hasZoho Analytics Export API
Hi Team, I’m working on some integration tasks and wanted to confirm if it’s possible to retrieve a Zoho Analytics table as JSON data using a Deluge script. I’ve already stored my custom data from multiple sources and combined it into a single source.Loading Project Balances in ZOHO Books for each project
Hello, What is the best method for loading project balances actual and budget into ZOHO books to provide tracking to our project managers. We have projects and federal awards (also treated as projects) which span multiple years. We are converting fromYahoo blocks e-mail sent from Zoho servers
Getting this for a bunch of Yahoo addresses. Do you know if some of your servers got blacklisted? Diagnostic-Code: 4.7.0 [TSS04] Messages from 136.143.169.51 temporarily deferred due to unexpected volume or user complaints - 4.16.55.1; see https://postmaster.yahooinc.com/error-codesYahoo is rejecting e-mails sent from a Zoho server
Diagnostic-Code: 4.7.0 [TSS04] Messages from 136.143.169.51 temporarily deferred due to unexpected volume or user complaints - 4.16.55.1; see https://postmaster.yahooinc.com/error-codes Remote-MTA: dns; mta5.am0.yahoodns.netRequest to Remove LinkedIn Verification from My Emai
I would like to submit a complaint regarding my Zoho Mail account. I previously used this email address to verify a LinkedIn account, but that LinkedIn account has now been closed. I need to remove or cancel the verification associated with the closedMigrate data from old to new account
Hy, Have one Old Zoho Notebook Account with Data , want to migrate that whole Data to New Zoho Notebook Account which is in Zoho One . Is that possible ? If Yes then how?Zoho Sites "pages" management page
I have 80 plus pages on zoho sites. When I go to the "pages" link to view and edit pages, They are not in any kind of order, so I spend lots of time searching for pages when I need to edit or create new. How can I change the view order of all my pagesIntroducing the all-new email parser!
Greetings, We are pleased to introduce to you, a brand-new, upgraded version of the Zoho CRM Email Parser, which is packed with fresh features and has been completely redesigned to meet latest customers needs and their business requirements. On that note,Zoho Projects - Refine Access to Collaboration Menu
Hi Projects Team, I noticed that Calendar, Chat and Meeting menu options in the Collaboration section are visible to client users, even when they don't have access to the features. This could be confusing and frustrating, because if it's there you expectZoho Projects - Add Feed to Project Tabs
Hi Projects Team, I'm working on a lightweight communications requirement for one of my customers in relation to communicating with their client users via Zoho Projects. I noticed that the Feed is only available in the Collaboration section, but you canKaizen #217 - Actions APIs : Tasks
Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.Login verification emails never received.
I can't login to my account. You send a verification email, but it never arrives. This is a common problem, frequently caused by some relay point out there classifying the sender as a spammer. Is there anything I can do to bypass this? Maybe get a textExtracting Images from a Zoho Creator Report into a Pages
If you’ve uploaded images in a form and can see them in your report, you might also want to display those same images inside a Page (custom HTML page). This is useful for dashboards, profile pages, or any place where images should be visible dynamicallyZoho is blocking emails I subscribe to from one sender
About 4 months ago I stopped receiving newsletters that I subscribe to from @thedispatch.com. They tell me that zoho's server is blocking them. I've added them to my contacts list, but they're not even reaching my inbox. I don't know how to troubleshootUnable to send message;Reason:550 5.4.6 Unusual sending activity detected. Please try after sometime.
Please help my account got blocked automatically, can you help me how to avoid it? Thanks so muchIntroducing Formula Fields for performing dynamic calculations
Greetings, With the Formula Field, you can generate numerical calculations using provided functions and available fields, enabling you to derive dynamic data. You can utilize mathematical formulas to populate results based on the provided inputs. ThisInactive Items - Make Less Prominent by Default
Currently, when one marks an Item as "Inactive", it really doesn't do much of anything to hide it or get it out of the way. Search and reporting within Finance should, by default, hide inactive Items from standard reports, searches, etc. If one specificallyItems should display under specific warehouse
I have configured the multi warehouse but it show all the items under all warehouse which is not correct according to our business logic, so i want that items should only display under that specific warehouse not under all the warehouses not even with zero quantity. Some items should be common but not all so is there any option for that purpose so i can specific the items to its warehouse. RegardsHow to calculate GST based on "Ship To Address"
We into the interior designing work, providing "Works Contract Services" to our clients across India. We are registered under GST in Maharashtra state. For works contract services as per the GST rule, we need to decide place of supply based on "Ship toI NEED TO NUMBER TO TEXT NO HERE
=NUMBERTEXT NEEEDAuto-fill New Row with Previous Row Values
rowsize = input.Order_Items.count(); for each row1 in input.Order_Items { rowsize = rowsize - 1; if(rowsize == 1) { row.Door_Model = row1.Door_Model; row.Door_Color = row1.Door_Color; row.Materials = row1.Materials;When I click on PDF/PRINT it makes the invoice half size
When I click PDF / Print for my invoice in Zoho Books, the generated PDF appears at half size — everything is scaled down, including the logo, text, and layout. The content does not fill the page as it should. Could someone advise what causes Zoho BooksPython - code studio
Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics alreadyAPI question - adding a thread to an existing ticket
Hi Is there an API function for the customer to add to an existing ticket thread? example, customer puts in new support ticket. support replies and ask for more details. customer replies with more details -what api function is used for this (will add record append to same ticket number?) ThanksWhy is Zoho Meeting quality so poor?
I've just moved from Office 365 to Zoho Workplace and have been generally really positive about the new platform -- nicely integrated, nice GUI, good and easy-to-understand control and customisation, and at a reasonable price. However, what is going onItems Below Reorder Point Report?
Is there a way to run a report of Items that are below the Reorder Point? I don't see this as a specific report, nor can I figure out how to customize any of the other stock reports to give me this information. Please tell me I'm missing something sQwen to be the default open source Generative AI model in Zoho Desk
Hello everyone, At Zoho Desk, we will make the latest Qwen (30B parameters) the default LLM for our Generative AI features, including Answer Bot, Reply Assistant, and others. As a subsequent step, we will discontinue support for Llama (8B parameters).Calendar week view: Today + 6
Is there anyway to have the calendar change dynamically based on the date? Due to the amount of events, we only display a week at a time, but towards the end of the week, we can no longer see ahead to next week (without changing it manually every time).Next Page