Reports
Using Reports to Drive Descriptive and Diagnostic Analysis for Clarity and Control
Introduction: The risks of growing without visibility Customers expect accurate, reliable, and responsive support, no matter what industry you are in. Whether you're managing a support team, running a business, or exploring market trends, delivering ...
Monitoring Ticket Transition With Lifecycle Reports
The ticket lifecycle is the sequence of changes that a support ticket undergoes from creation till its closed. It transits through multiple stages depending on the action taken in the previous stage. A typical ticket lifecycle in a support system may ...
Reporting Formulas
Reporting formulas are essential for calculating various business metrics that provide valuable insights to the decision makers about performance, success, and failure of critical processes. In this document, we will highlight the formulas used to ...
Understanding Agent Availability Report
It's important for an organization to know when their support agents log in and log out of work. The Agent Availability report is one of the Static Reports that helps admins track the active working hours of each agent and allows them to regulate the ...
Understanding the Agent Performance report
One of the most useful reports for monitoring the day-to-day performance of your agents is the Agent Performance report. This report offers detailed statistics on several agent performance metrics and can be configured to show data for one or more ...
Understanding the types of Static Reports
The support team operates round-the-clock to ensure uninterrupted customer service and operations. This is why it's important to ensure the team functions smoothly and is equipped to handle exigencies. For example, in a customer support team of 50 ...
Using Predefined Reports in Zoho Desk
Businesses always rely on accurate data and insights to manage their support operations effectively. However, creating reports every time to fetch desired data can be time consuming. This is where the predefined reports for tickets, articles, ...
Creating Global or Cross-departmental Reports
Global reports enable you to create a report for all of your departments in Zoho Desk. Unlike regular reports, the global reports will help you make informed decisions by providing a holistic view of the activities across departments. The procedure ...
Scheduling Zoho Desk Reports
Businesses often spend too much time tracking, following up, and updating key information manually, which could result in missing critical updates or making mistakes. Reports like daily ticket counts, weekly resolved tickets, and monthly customer ...
Creating a Custom Report
Organizations need access to the right data in order to make business decisions efficiently. Reporting tools provide static reports to get an overview of certain predefined metrics such as agent availability, ticket stages, and agent performance. ...