Radar In Focus: Track customer support metrics using Radar's static reports

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!

If you need help, you know where to find us:  support@zohodesk.com

Help Document:

Also watch:



Regards, 
Madumitha P
Zoho Desk Team

    • 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 keynote

    • WhatsApp 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 Platform

    • Live 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 tools

    • Apple 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 help

    • Zoho 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

    • Recent Topics

    • Scheduled Reports - Do not send empty report

      Hello, We are intensively using reports in the CRM, especially for sales managers.  When data is empty, they still receive an email. Can you add an option to avoid sending the report when data is empty?

    • Customised Funnel

      We are running the standard plan for our ZOHO CRM. I have been asked if there is a way to combine data from the Calls module, Deals module and Contact Module into 1 funnel, similar to the view you can get when viewing Deals By Stages, you can see the

    • Trigger Zapier on Deluge Insert Into Function?

      Hello, To get around the limitation of not being able to trigger a Zapier Zap on Record Update(this would be extremely useful to be able to do btw), I have created a Deluge script to copy the data from Form A to a Trigger Form B using the Insert Into expression from a Custom Action button on a Report from Form A.  This action does not trigger the Zapier Zap whereas manually adding a record or duplicating an existing record does trigger the Zap. Is Insert Into not the same as a manual Add in the context

    • Can you inject JS in an HML+CSS+Deluge Page?

      I have an HTML + CSS + Deluge page and need just a little vanilla JS functionality. However, it seems like Zoho Creator does not allow that. I'm required to create a JS widget. Is this correct? If so: 1. Won't this quickly consume my API limit if there

    • Display Client Name in Zoho Creator Client Portal Dashboard

      Hello Zoho Creator Team, We hope you are doing well. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for providing a personalized portal experience. However, there is currently

    • Finding missing records

      I have a challenge and I am not really sure where to start with it. I can't find any similar threads on here, can anyone help: I have two forms, FormA and FormB. Both forms have records that contain a field called Job_Number. What I am trying to achieve

    • Creator HTML page refresh

      Hi, I have added around 5 different html snippets in single creator page. I understand, I can refresh the entire page from page script using Navigational URLs https://help.zoho.com/portal/en/kb/creator/developer-guide/others/url-patterns/articles/navigational-urls

    • Custom Related List Inside Zoho Books

      Hello, We can create the Related list inside the zoho books by the deluge code, I am sharing the reference code Please have a look may be it will help you. //..........Get Org Details organizationID = organization.get("organization_id"); Recordid = cm_g_a_data.get("module_record_id");

    • Zoho Vault API: Create new Secrets

      Hello, I attempt to Post Secrets to the vault, since the encrypted entries are almost impossible to decrypt, since there is no documentation on how to decrypt them. Like with the lack of documentation on how to descrypt, there are missing information regarding on how to create new secrets/post secrets. Source: https://www.zoho.com/vault/api/#create-a-new-secret When I try to send JSON Informationen as a POST-Request I only receive the error message: {     "operation": {         "result": {             "error_code": "",

    • Introducing 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,

    • Marketer’s Space - Multi-Channel Campaigns for the Biggest Shopping Week with Zoho Marketing Automation

      Hello marketers, Welcome back to another post in Marketers Space! The biggest shopping week of the year is almost here, and it’s your moment to shine without the stress. With Black Friday and Cyber Monday just around the corner, being present across email,

    • Is there a problem with sharing workdrive files with links since last night?

      As per title, we can't access folders/files through share links since last night. I created ticket but we need quick solution and didn't hear back from the support yet. The files are still accessible by the main account but all zoho files that we are

    • Managing functions

      Can someone let me know if there are any plans to improve the features for managing functions in CRM? I have lots of functions and finding them is hard. The search only works on the function name and the filter only works on function type. I have created a naming convention based on tags to filter the list which helps a bit and for some projects I keep lists in a spreadsheet.  I'd like a spreadsheet-style list in CRM with a few custom fields and a way to construct views (like in modules). Maybe even

    • Enable Screen Recording in Zoho WorkDrive Mobile Apps (Android & iOS)

      Hi Zoho WorkDrive Team, How are you? We are enthusiastic Zoho One users and rely heavily on Zoho WorkDrive for internal collaboration and content sharing. The screen-recording feature in the WorkDrive web app (similar to Loom) is extremely useful- however,

    • Issue in Annual Leave

      We created a policy to credit 21 days at the Start of the Year An employee has taken 16 days of leaves thought the year, so we expect to see 5 Leaves remaining right? But Zoho People is Showing 12 Days of Leave Balance Available If we check the Leave

    • Regarding not having Bots section in the sidebar of the cliq.zoho.com

      I have registered and participated Cliqtrix for developing Bots or extension, when i refer the bots & tools section in my profile , i can't see the Bots option in the sidebar to create , edit and configure, is there something i have to enable?? and how

    • Flow - Fetch info from drop down in another module

      I am running into a road block which I thought would be a simple task. My goal - The account is assigned to a "route" which can be selected from a drop down menu and adds a tag to the account accordingly (easy enough). Now when I create a task for this

    • Tags get removed from notes on mobile

      I don't know why this keeps happening even after all these app updates but if you log out and log back into the app or you reinstall it, all the tags you assigned to your notes get taken off, but if you go on the desktop version the tags are still there.

    • Production Management Tool (MRP / BOM)

      Hi Guys, is there any recommended App available that works with zoho and covers the needed applications for a production? What we need is a system that covers the BOM (bill of materials), MRP (material ressources planning), MRP II (manufacturing ressources

    • Function #53: Transaction Level Profitability for Invoices

      Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.

    • Prevent Unapproved Quotes from Exporting to Zoho CRM Finance Module

      Is it possible to prevent unapproved quotes in Zoho Books from being exported from Zoho Finance module inside Zoho CRM?

    • Kanban view on Zoho CRM mobile app!

      What is Kanban? The name doesn't sound English, right? Yes, Kanban is a Japanese word which means 'Card you can see'. As per the meaning, Kanban in CRM is a type of list view in which the records will be displayed in cards and categorized under the given

    • Bug in Zoho Cliq Signup Flow – "%s" Placeholder Visible Instead of Product Name

      Hi Zoho Team, I would like to report a UI bug in the Zoho Cliq signup/enable flow. During the step where Cliq asks to enable the product for the company, the following text appears: Great! Your company is already available in Zoho, so you just have to

    • Account name not populating when importing contacts

      When importing a csv file to add contacts the account name is blank? Every other filed gets mapped and imported correctly, i.e contact name, phone number. However not the account name which I have mapped to "company" field in my csv file

    • Zoho Invoice Customer Login Portal

      Are there any plans for a customer portal to Zoho Invoice, ala Freshbooks?  I would like customers that I invoice to be able to login to review invoices and invoice history.  I have not switched from Freshbooks for this very reason.

    • Exporting tickets

      I went to Setup -> Organization -> Import/Export in order to export tickets but found 2 issues: 1. The email body never gets exported. 2. There are some large numbers (like 5.57E+16) under certain columns of the exported CSV file. I could not find any export options. Please can you help with this?

    • Editing the Ticket Properties column

      This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of this

    • Copy field information to clipboard

      I need to be able to transfer some field information in to the clipboard, so that I can then paste it in to our helpdesk system. Is there a way I could add a button to a detail report that does this?

    • Issuing reconciling a bank statement

      HELP! I'm trying to reconcile a bank statement. The prior month reconciled perfectly. Beginning balance is correct yet I'm off by the same amount each time. Both myself and my office manager, separately and together, have tried to complete this reconciliation

    • Use the searchBy parameter to find user by email address

      I'm trying to find a user is Zoho Desk via the Api. In the documentation I see that there is the possibility to add a searchBy parameter in the request. But I can't find how the search values should be formatted. I've tried multiple things and get either

    • Correlated subqueries not supported in Zoho Analytics. This creates huge limitations

      Running into a major limitation in Zoho Analytics: correlated subqueries simply don’t work, even in completely standard SQL patterns inside a JOIN. Example: LEFT JOIN "Bills" b ON d."Id" = b."Deal ID" AND EXISTS ( SELECT 1 FROM "Bill

    • Unknown table or alias 'A1'

      I would like to create a subquery but i am getting the following error: Unknown table or alias 'A1' used in select query. This is the sql statement:  SELECT A1.active_paying_customers, A1.active_trial_customers, A1.new_paying_signup, date(A1.date_active_customers), 

    • Detect and ignore bots in visitors

      The SalesIQ visitor numbers are basically useless to us because there is no bot detection. We get the same bots coming in from the same countries looking at the same pages every day. It can't be that difficult to tell the difference between an actual

    • Zoho CRM - Rename "Estimates" in CRM Finance Suite Integration to "Quotes"

      I'm not sure if it's been 2 or 3 years now since Zoho Books renamed Estimates to Quotes. I still see "Estimates" in the Zoho CRM integration. Could this be added to Translation settings so that some customisation could be made on an account by account

    • Add Real-Time Microphone Audio-Level Indicator During Screen Recording

      Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an important enhancement to the Zoho WorkDrive screen-recording experience. Current Limitation: During a recording session, there is no visual indication that the microphone is

    • Properly Capture Dropdowns & Hover Elements When Recording a Window/Tab

      Hi Zoho WorkDrive Team, Hope you are doing great. We encountered a limitation when recording a selected window or browser tab: Certain UI elements, such as dropdown lists, hover menus, and overlays, are not captured unless we record the entire screen.

    • Allow Recording Only a Selected Portion of the Screen

      Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request a more flexible recording option in Zoho WorkDrive. At the moment, we can record either the entire screen or a specific window/tab — but not a custom selected portion of the screen

    • Add Camera Background Blur During Recording

      Hi Zoho WorkDrive Team, Hope everything is well. We would like to request an enhancement to the video recording feature in Zoho WorkDrive. Currently, the camera preview displayed during a recording does not support background blur. This is an essential

    • Make Camera Overlay & Recording Controls Visible in All Screen-Sharing Options

      Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an improvement to the screen-recording experience in Zoho WorkDrive. Current Limitation: At the moment the recording controls are visible only inside the Zoho WorkDrive tab. When

    • Introducing Dark Mode / Light Mode : A New Look For Your CRM

      Hello Users, We are excited to announce a highly anticipated feature - the launch of Day, Night and Auto Mode implementation in Zoho CRM's NextGen user interface! This feature is designed to provide a visually appealing and comfortable experience for

    • Next Page