We have several technicians.  Some work faster than others.  Some tickets take longer than others.

We'd like to be able to see technician statistics for management purposes.  Having to run yet another of 100 reports is just more work.  Your radar app is interesting but even it has issues.  This information should be available right in the Zoho desk application.  It's great you have 40+ programs but getting quality integrations and features is suffering because there are too many teams working independently without focusing on the tool.  We need the tool to do more than simple record keeping.   We need good information and time saving tools.

Statistic ideas include:

# of calls made

# of tickets completed

Average time to complete tickets

Technician rankings based on customer happiness levels

Technicians should be able to also rate the customer temperature of each call so that even on our end we can understand the temperament of a customer before we call based on our own internal opinions of previous calls.

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In our old system (we wrote it), we were able to make some stats available at all times for example we had a list of technicians in a grid that showed up to date stats to all users.  It made their work efforts very public to the rest of the team at a glance so everyone was afraid to have bad stats in front of their peers or to management.

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We have customer ratings - getting customers to do them is very difficult.  But it would be nice to be able to set up automatic reminders to the customers if they don't rate our service to remind them to do so.

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I need to be able to tell who is not working hard vs who is working hard.