Using the Reporting Overview
The Reporting Overview gives a real-time snapshot of your help desk's key metrics. The overview helps you visualize the patterns and trends in incoming tickets, support channels, the response and the resolution times and happiness ratings. For example, you can view the backlog tickets over the last week, know the channels your customers most engage with, compare the response and the resolution times over a period, or view the overall and individual happiness ratings from your customers.
Permission Required Users with the Global Reports and Dashboard permission can access this feature.
Check Feature Availability and Limits
Accessing the Overview Tab
The Overview Dashboard is the default page when you access the Analytics module in Zoho Desk.
To access the reporting overview:
- Click the Analytics module.
The Overview Dashboard opens by default. - Select a Reporting Period from the drop-down menu in the upper-right corner.
You can select one of the 9 predefined date ranges or custom: - Last 24 Hours
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Current week
- Last week
- Current month
- Last month
- Custom
Note: The above filters are applicable only for the following components: - Tickets Stats
- Traffic Analysis
- Average Handle time
- Happiness Rating
The filter is not applicable for the KPI cards. - Examine the information that appears within the widgets of the Overview tab.
Current Ticket Statistics
The first widget of the Overview Dashboard provides you the current status of your tickets in Zoho Desk. They are:
- Open Tickets: The number of open tickets that are being worked on by the agents.
- On Hold Tickets: The number of tickets kept on hold due to some dependency or delay.
- Overdue Tickets: The number of open tickets that are not resolved within the specified SLA.
- Due Today: The number of open tickets with a due date set to today.
- Unassigned Due in 1 hour: The number of unassigned open tickets with an SLA due in one business hour.
- Unassigned Tickets: The number of open tickets that are yet to be picked up by agents or assigned to them automatically.
When you click one of the above ticket stats, you will be taken to the appropriate ticket queue, i.e., overdue queue, open queue, etc.
You can also view the number of tickets that are new, closed and backlogged for the chosen period. The unique feature is that these metrics are presented in a dynamic chart to provide a greater perspective of your support center's performance.
- New Tickets: The number of new tickets created during the reporting period.
- Closed Tickets: The number of closed tickets during the reporting period. The closed tickets may not necessarily be created during the reporting period.
- Backlog Tickets: The average number of unsolved tickets during the reporting period. Backlog refers to the tickets that were left open at the end of each day. The backlog tickets may not necessarily be created during the reporting period.
To compare the tickets metrics:
- Select a Reporting Period from the drop-down menu in the upper-right corner.
- Click the individual stats block to view their data in the graph.
Select two or more stats block to compare their metrics. - You can hover and click on the data points to see the daily figures for the metric.
Traffic Analysis
Traffic analysis will display the percentage of tickets that were created from each of your support channels enabled in Zoho Desk. The donut graph will also show the count of tickets alongside each channel. Monitoring the ticket traffic will help you know whether your company has enough agents to cover demand per channel.
Note: When a ticket is created, the channel chosen in the channel field will be the default channel that is reflected in the Traffic Analysis component of the Overview Dashboard. Any subsequent changes made to the channel field will not be reflected in the Traffic Analysis component.
Average Ticket Reply Time
When your customer has a question, they want an answer. And most don’t want to wait a day or two for you to get back to them. So you must look at the amount of time it takes for your agents to respond and resolve tickets. The following metrics makes the most sense when monitored in your Zoho Desk:
First Response Time
It is the number of minutes (or hours) elapsed between the time a customer submits a ticket and the time an agent responds to the customer. Only the time it takes for a response after a ticket was first opened will be taken into account. Ideally, your first response time should decrease over time, as it has a direct impact on your customer happiness ratings.
Response Time
Response time is the average amount of time it took for every agent response rather than for every ticket. Only the tickets whose responses were sent during the chosen period will be taken into account. It helps you figure out how long your customers wait for a response to all of their queries and not their first query.
Resolution Time
This metric shows the average amount of time it takes for your agents to resolve a ticket after it has been opened. The resolution time is counted from the moment the ticket is created to the moment the ticket is marked as closed.
Happiness Ratings
This widget will display the percentage of customer satisfaction achieved by your customer support team. It will also display the percentage of each rating (positive, neutral and negative) along with the total ratings received. You can track the performance of your support team as you select different reporting periods from the drop-down menu.
Formulas for reporting are calculated as follows:
First Agent Response Time = Duration between the very first Agent Replied time and the latest time of ( ticket assigned to that agent/the earliest customer responded time which is yet to be replied) - Duration of the ticket in Closed status and On Hold status.
First System Response time = (Duration between earliest customer responded/ticket opened time and very first agent replied time) - Duration of the ticket in Closed status.
Agent Response Time = Duration between the Agent Replied time and the latest time of ( ticket assigned to that agent/the earliest customer responded time which is yet to be replied) - Duration of the ticket in Closed status and On Hold status.
System Response time = (Duration between earliest customer responded/ticket opened time and agent replied time) - - Duration of the ticket in Closed status.
System Resolution time = Ticket closed time - ticket created time - Duration of the ticket in Closed status.
Agent Resolution time = Agent ticket closed time - ticket assigned to that agent - Duration of the ticket in Closed status and On Hold status.
Team Resolution time = Team ticket closed time - ticket assigned to that time - Duration of the ticket in Closed status and On Hold status.
Request assignment = System time - Agent time
Average handling time = Total time taken by agent for handling tickets / no of tickets handled by agent
Breach time:
Response violation = Agent replied time - Response due date
Resolution violation = Ticket closed time - Due date
Residual time:
Response SLA succeeded time = Response due date - Agent replied time
Resolution SLA succeeded time = Due date - ticket closed time.
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