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

      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • 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

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ



                                ご検討中の方

                                  • Recent Topics

                                  • Pageless mode needed to modernise Writer

                                    When we switched from GSuite to Zoho, one of the easiest apps I found to give up, was Docs. In many ways, Writer has always been more powerful than Docs, especially in terms of workflows/fillable forms/etc. However, I went back into Docs because I notice
                                  • Zoho Projects - Visual improvement to parent and sub-task relationship

                                    Hi Projects Team, My feature request is to improve sub-task visibility. Please see screenshot below. I really think parent child relationships could be visually improved. Even if the first letter of the parent task was inline with other same level tasks
                                  • AI Interview Insights: Turn Recorded Interviews into Quick Transcripts & Summaries

                                    Evaluating interviews shouldn’t require replaying long recordings or taking manual notes. With AI Interview Insights, you can now review complete transcripts and AI-generated summaries of your One-way (Recorded) interviews right inside Zoho Recruit. This
                                  • API method to get activity feed in Recruit

                                    Hi community, I'm trying to figure out - is there any API method tto get information about datetime when Recruit/Candidates record tag where added?
                                  • Printing Mailing labels

                                    Is there any way to adjust the size of the printing labels? or product would I use to print labels from Zoho? Thanks, Josef Krieger Moderation Update (14th April 2025): We have another post discussing the same topic with votes and feedback from users.
                                  • Default to Current Date

                                    I'm importing data from a excel spread sheet that does not have date column and I'd like the date column in the Zoho Database to default to the current date. Any way I can do this?
                                  • "Spreadsheet Mode" for Fast Bulk Edits

                                    One of the challenges with using Zoho Inventory is when bulk edits need to be done via the UI, and each value that needs to be changed is different. A very common use case here is price changes. Often, a price increase will need to be implemented, and
                                  • Different Company Name for billing & shipping address

                                    We are using Zoho Books & Inventory for our Logistics and started to realize soon, that Zoho is not offering a dedicated field for a shipping address company name .. when we are creating carrier shipping labels, the Billing Address company name gets always
                                  • What's New in Zoho Inventory | Q2 2025

                                    Hello Customers, The second quarter have been exciting months for Zoho Inventory! We’ve introduced impactful new features and enhancements to help you manage inventory operations with even greater precision and control. While we have many more exciting
                                  • Make Packages from multiple sales order of a single customer

                                    Our customers sends orders to us very frequently, some times what customer wants is to ship items from 5 to 6 sales orders in a single shipment. it will be very nice if, zoho can implement this function, in which we can select items from other sales orders of the customer.
                                  • Print a price list or price book

                                    Hi Community. Am I right in concluding that Zoho has no functionality to print a price list from either Zoho CRM, Zoho Inventory or Zoho Books? I won't get stuck on the fact that Zoho doesn't sync price books between Zoho CRM and Books/Inventory (more
                                  • Show Custom Button in Portal Listview Canvas

                                    I have created a custom button that shows in a list view of deals (internally I can see it). I have permissions to allow this button on the portal. But it is not displaying in the canvas list? Before I do too much leg work, is this function allowed?
                                  • Zoho Sites "pages" management page

                                    I have 80 plus pages on zoho sites. When I go to the "pages" link to view and edit pages, They are not in any kind of order, so I spend lots of time searching for pages when I need to edit or create new. How can I change the view order of all my pages
                                  • AI feature in Zoho Desk suggesting answers based on past ticket threads

                                    Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.
                                  • Advanced Customization of the Help Center using JavaScript

                                    Hello everyone, The Help Center in Zoho Desk can be customized by using HTML and CSS to provide structure and enhance the page's appearance—but what if you want to add interactive and dynamic elements? You can add these effects with JavaScript, a programming
                                  • Introducing Zoho POS for the Kingdom of Saudi Arabia

                                    Hey everyone, We are excited to kick-start December with a completely personalized edition of POS for retail businesses in Saudi Arabia to help run your operations with ease. It offers four different subscription plans—Free, Standard, Professional, and
                                  • Unveiling Zoho Sites 2.0 - A new dimension in website building

                                    Dear Zoho Sites Users, We are thrilled to announce the launch of Zoho Sites 2.0 today! This refresh represents a significant step forward in the capabilities of Zoho Sites and is crucial for creating a lasting and positive impact on our customers' businesses.
                                  • Script Editor not an option

                                    I am trying to apply a script to a sheet and Script Editor is not an option. I don't want to go outside Sheets to do this (like Creator) if it can be done inside Sheets.
                                  • Not able to link email text.

                                    Kindly check Zoho Sites. I am unable to turn a text into a email link. The save button does not work. Kindly try yourself to see it not responding to save.
                                  • Migrate data from old to new account

                                    Hy, Have one Old Zoho Notebook Account with Data , want to migrate that whole Data to New Zoho Notebook Account which is in Zoho One . Is that possible ? If Yes then how?
                                  • Zoho Analytics Regex Support

                                    When can we expect full regex support in Zoho Analytics SQL such as REGEXP_REPLACE? Sometimes I need to clean the data and using regex functions is the easiest way to achieve this.
                                  • Add Custom Reports To Dashboard or Home Tab

                                    Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad
                                  • Pricing Strategies: #1 Nuances in Pricing

                                    When Clara first opened her digital printing shop, pricing was simple. She sold handmade greeting cards, planners, business cards, and other physical items at fixed label prices, individually and in bulk. One SKU, one price, one bill, and that's all it
                                  • [Free Webinar] Learning Table Series – Education Management in Zoho Creator

                                    Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,
                                  • Move attachments from one module to another with Deluge

                                    I have created a button that works just like the convert button for my custom modules. I would like this custom function to move any attachments in this record to the new module. I can't seem to find any documentation on how this can be accomplished.
                                  • Help in function code

                                    Hi, could someone look at the code below and tell me what 's wrong with it? After a deal creation or edition the code should find the related Account, than all open Deals for that Account and copy the field Total_Open_Deals from the Account record to
                                  • Automation Series: Auto-update Phase Status

                                    Hello Folks! You can auto-update your phase's status based on status of underlying tasks using custom functions. In this series, we will showcase how to create and run custom functions, using Deluge, with ease. Follow the steps below and automate your
                                  • how to add subform over sigma in the CRM

                                    my new module don't have any subform available any way to add this from sigma or from the crm
                                  • Zoho Projects - Project Details on the Project Menu

                                    Hi Project's team, I've helped may businesses setup and use Zoho Project and one thing I see time and time again is confusion on where to find the Project Details information. I would be much more intuitive if Project Details was on the menu before Dashboard.
                                  • Zoho Projects - Add Feed to Project Tabs

                                    Hi Projects Team, I'm working on a lightweight communications requirement for one of my customers in relation to communicating with their client users via Zoho Projects. I noticed that the Feed is only available in the Collaboration section, but you can
                                  • 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
                                  • Show unsubscribed contacts ?

                                    Hello, I would like to display the unsubscribed contacts. Unfortunately, I do not have this subscription type as described in the documentation (https://help.zoho.com/portal/en/kb/marketing-automation-2-0/user-guide/contacts/contact-management/articles/subscription-type-24-1-2024#Subscription_Type_field.)
                                  • Zoho Developer Community Hackathon 2025 is LIVE!

                                    Hey developers! It’s that time of the year again — the Zoho Developer Community Hackathon 2025 is officially open for registrations! If you’ve been waiting for a chance to stretch your skills, try something new, or finally bring that idea to life, this
                                  • Converted Leads Not Showing in Lead Reports

                                    Converted leads are not showing in the Lead reports. How can I make converted leads visible in the report,
                                  • Text widgets in dashboards

                                    Having a text widget in a dashboard would help immensely. It would allow adding links to related documents, relevant CRM views, etc. It would allow adding explanations of the data displayed in the other widgets, about how to interpret them or about filtering.
                                  • [Webinar] Zoho Writer for content creators and publishing houses

                                    Managing multiple drafts, edits, and client reviews doesn't have to slow you down. Join our upcoming webinar to see how Zoho Writer helps content creators and publishing houses create, edit, and publish seamlessly—all in one place. You'll learn how to:
                                  • Adding Reports to Portals

                                    Is there a way to add Reports to portals so only the user can see report templates relevant to them?
                                  • How to assign one Manual to multiple Spaces?

                                    Hello, I have two spaces, one called tech knowledge and the other one called HR knowledge. I have a manual that is called HR tech. I want to assign this manual to HR knowledge and tech knowledge. How should I do that?
                                  • How can I assign courses to Spaces?

                                    How can I make courses show up here in this space?:
                                  • When will Zoho Learn be able to support SCORM files on the mobile app?

                                    When I click the SCORM content, I just get a message saying it's not possible yet. Yet implies that it will be coming soon. All I'm asking for is a realistic timeline so I know whether or not to invest my time in using it. If it will be soon, then I will
                                  • Next Page