Understanding Reports in Radar
Managing a help desk is not an easy feat. Locating bottlenecks, mitigating slip-ups, and reviewing performance are all in a day's work for a help desk manager. To do all of these effectively, the manager needs powerful analytics like reports.
What are reports ?
Reports are structured data presentations. They facilitate deep analysis, helping identify opportunities for improvement and home in on inefficiencies. While dashboards provide a birds-eye view of metrics, reports enable a granular, point-by-point examination. Reports are over-arching in the sense they pull data from various modules in the help desk and display them in one place.
The Radar app contains nine comprehensive reports, each dealing with a specific aspect of the help desk. In this document, we'll take a look at each in detail.
Agent availability report
What is it?
The Zoho Desk Agent Availability Report helps track agent activity and availability, providing insights into work hours, session information, and performance.
Insights
- Agent log-in and log-out times
- Hours worked
- Session data
Pro tip: Comparing agents' hours worked with the issues they closed can tell you how efficient your agents are. If the number of issues handled is disproportionately low compared to hours worked, then it could mean that the particular agent needs more training or they handle only complex, recurring issues.
Applications
- Performance evaluation
- Calculate remuneration
- Find out patterns in breaks
- Calculate the length of sessions on average
The agent availability report has two views: summary view and session view.
Summary view: In this view, the log-in and log-out columns show the first check-in time and last check-out time, respectively. So each entry (each row) corresponds to one shift.
Session view: In this view, each entry (each row) corresponds to a single session; the log-in and log-out times correspond to the session. It is more common to see multiple entries for the same agent within a day in this view.
Can be filtered by
- Teams
- Agent roles
- Agents
- Time period
Can be grouped by
- Date
- Agent
Use case: salary based on worked hours
A bank that uses Zoho Desk pays its contact agents based on how many tickets they resolve. While this method seemed practical, it lead to agents cherry-picking easily resolvable tickets, resulting in complex queries remaining unassigned and thereby unresolved.
The firm identified the misaligned incentives and started paying their contract hires based on the number of hours they worked, calculated by the agent availability report. This approach enables them to compensate their employees appropriately and promptly resolve all tickets.
Agent performance report
What is it?
Calculates and tracks the performance metrics of agents, like response time, resolution time, and customer ratings.
Insights
Using this report, you can find the following:
- Agent average response time
- Agent average resolution time
- FCR resolution count
- How adherent they are to SLAs and how many times they've violated them
- Customer ratings and feedback
- How many responses they've sent and received in a given period
Applications
- Evaluate agent performance
- Identifying star performers to provide incentives
- Identify low performers to provide additional training
Can be filtered by
- Agent
- Metric
- Time period
Can be grouped by
- Date
Use Case: identifying areas of proficiency and weak spots
The manager at a retail company came across a seminar on empathy in customer communication and thought it could help his support agents. Rather than having everyone attend it, he shortlisted a few people who seemed like they would benefit, based on the agent performance report.
Agents who consistently receive bad ratings from customers despite having good response and resolution rates were asked to attend the seminar to improve their communication skills. This strategic decision made a lasting impact on the company's support quality.
Incoming threads
What is it?
A detailed look at every incoming thread.
Insights
- Incoming response received time
- Outgoing response status
- Responded by
- Agent responded time
- Agent response time
- System response time
- Response SLA violations
- Violated time
- Incoming channel
- Corresponding ticket, it's status, and owner
Applications
- Analyze channel traffic to identify busy and quiet channels and distribute based on volume
- Identify unanswered queries and send prompt responses
- Take action on SLA violated tickets
- Identify recurring issues
- Learn who reaches out frequently
Can be filtered by
- Channel
- Agent
- Time period
Can be grouped by
- Date
- Agent
- Channel
- Ticket
Use case: reports and response speed
A famous food delivery company has been receiving bad press for some time. Their customers are expressing their dissatisfaction with the brand's delayed support responses. The supervisor uses the incoming threads report to detect which channels and agents have high response times and SLA violations. With additional training and better resource distribution, he helps the company overcome this problem.
Reopened tickets
What is it?
This reports allows you to take a closer look at all the reopened tickets in one place to understand why some issues recur.
Insights
- Recurring issues
- Partially resolved tickets
- Incorrectly closed tickets
- Unhappy customers
Applications
- Reopened ticket count is a direct indicator of the support efficiency. Too many reopens mean that the solutions you're providing don't meet expectations.
- Find agents who need more training.
- Identify dissatisfied customers and address their issues before they churn.
Can be filtered by
- Channel
- Agent
- Team
- Time period
Can be grouped by
- Date
- Agent
- Channel
- Ticket
Use case: tickets that don't stay closed
A bustling e-commerce help desk was grappling with an unusual problem—their tickets never stayed closed. Frequent reopens were throwing their processes into disarray and resulting in poor performance metrics. The manager, determined to smooth things out, used Radar's reopened tickets report to find a solution.
It turned out that most of the reopened tickets belonged to the returns and refunds category. On further examination, the reason behind the reopens became obvious: agents were closing tickets before refunds reached customers. The manager quickly revised the SOP, restoring order in the help desk.
Response time
What is it?
This report shows the response time of each ticket.
Insights
- Average response time of each ticket
- The time an agent took to resolve a ticket
- An idea of how long it takes to respond to tickets from different channels
- The current status of tickets
Applications
- Measure the impact of automations, auto-responders, and chatbots on response times
- Check if tickets of high priority and tickets submitted by MVPs were attended promptly
- Compare the response time of different agents and teams
- Detect and bridge coverage gaps
Can be filtered by
- Response time
- First response time
- Channel
- Agent
- Team
- Time period
Can be grouped by
- Date
- Agent
- Channel
- Ticket
Use case: crisis averted
Esme is a support manager at a telecommunications company. An unanticipated break down of their cell towers causes temporary connectivity issues. This brings a large volume of queries into their help desk. Esme understands how crucial fast and reassuring replies are in such situations. She uses the response time report to keep tabs on every outgoing response and personally handle any SLA violations. Thanks to her quick thinking and her team's diligence, their customer happiness score remained unaffected even in such a crisis.
Resolution time
What is it?
This report focuses on the resolution time of each ticket.
Insights
- Resolution time of each ticket
- Agent who resolved the ticket
- The time it takes to resolve tickets from different channels
Applications
- Understand why it takes so long to resolve some tickets
- Analyze how long it takes to resolve each ticket type
- Find how long different agents take to close tickets
- Helps to set realistic SLA targets
Can be filtered by
- Channel
- Agent
- Team
- Time period
Can be grouped by
- Date
- Agent
- Channel
- Ticket
Ticket lifecycle report
What is it?
The report records each update the ticket undergoes w.r.t status, ownership, and department change.
Insights
- The status, owner, and department change that each ticket goes through
- The amount of time that a ticket remains in a status, department, or with an owner
- The agent who performs the change
- The time spent in a status, department, or with an owner
Applications
- Identify status updates that are common for tickets to inform blueprint designs
- The status that delays resolution
- Find agents who perform transitions frequently
- Check whether a ticket progress is rectilinear
- Identify and remove unused statuses
Can be filtered by
- Status, agent, team, and department based on the selected report type
- Updated from
- Updated to
Use case: diagnosing bottlenecks
Carl is a supervisor at a logistics unit. He notices that too many tickets in his help desk remain unresolved for prolonged periods. Using the lifecycle reports, he diagnoses that this is because they're constantly being moved around between different teams and departments. Armed with this knowledge, he revamps all the assignment rules and enforces strict blueprints. Consequently, his company's resolution time and customer happiness improve.
SLA tickets
What is it?
The report focuses on SLA violations. It tells you who violated which SLA and when.
Insights
- Tickets that violated SLAs
- The SLA that was violated
- The type of violation
- The channel in which the violation occurred
- The agent who violated the SLA
- The ticket owner during the violation
Applications
- Validate if the SLA followed are achievable
- Analyze the need for technology like auto-responders, chatbots, and automations to improve SLA adherence
- Undertake mitigative measures for violations
Use case: handling escalations on the fly
The customer support manager at a software company proposes a cross-country business trip to one of his senior support agents, who exclusively manages SLA violations. Although he is excited about the opportunity, the agent is reluctant to go because he's apprehensive about delegating his daily tasks to someone else. The manager introduces him to Radar's SLA report. After testing it out, the agent is confident that he can monitor and take action on SLA violations even when he's travelling.
Ticket stages
What is it?
Records every ticket status change in the help desk.
Insights
- The time a ticket remains in a status
- The owner during the status change
Applications
- Find statuses where tickets stagnate; smoothing out such bottlenecks speeds up resolutions.
- Identify agents who perform the most status updates. This shows they're resolving tickets methodically.
- Status changes that almost every ticket undergoes. This insight is useful when crafting blueprints.
Use case: Fixing resolution delays
A SaaS manager is scrambling to figure out why it takes so long for his team to resolve even simple issues. He consults the ticket stages report to see which statuses hold up ticket progress. From the report, it's apparent that tickets spend an undue amount of time in the "waiting for approval" state. The manager immediately automates all of the preliminary steps in the approval process, resulting in increased support efficiency and faster resolution times.
Viewing reports
To view the static reports in Radar, you must first enable it in the Radar store.
To enable reports
- Tap the home icon in at the bottom of your screen. Here, you'll find the enabled features.
- Tap the (+) icon. This will take you to the radar store.
- In the Radar store, scroll down to productivity cards and toggle on Reports.
Or
- Tap the setting icon at the bottom of your screen.
- Select Radar store.
- Scroll down to productivity cards and toggle on Reports.
Reports will be enabled and added to your home screen.
To access reports
- On your home page, swipe left or right until you reach the reports grid.
To make reports your homepage
- Tap the home icon at the bottom of your page.
- In the menu, press and hold down reports and move it to the front.
Reports will now become your home page.
Further reading: Understanding the types of static reports
For queries/help, write to support@zohodesk.com
Download/update the Radar app to access static reports on-the-go.