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!
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
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
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
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
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
I'm working on a proposal document to automate our proposal creation process. So far it works fine, but I experience some problems with an image I want to have fixed at the bottom of the page AND above the footer. This section of the document consists
Hello, This issue has been going on with me and a lot of other users in my organization, we can't scroll down! the scrolling side bar doesn't appear and scrolling down through mouse or keyboard keys doesn't work, it seems that the page just ends in the
Welcome back to the Let’s Talk Recruit series. Let’s talk about how you actually source talent. Do you open multiple job boards every single time a role opens? Run the same keyword searches you ran yesterday? Download, upload, rename, and then do it again
Hello, CRM Wizards! This week, let us enhance cross-team visibility between Zoho CRM and Zoho Desk. We will use the Zoho Request Client inside a Related List widget to display open Zoho Desk tickets directly within the Contact record in Zoho CRM. This
Keeping candidates engaged beyond their first application is one of the most consistent hiring challenges. Many interested candidates simply do not revisit career sites regularly, which can result in missed opportunities and reduced re-applications. To
I have a dumb question I know i can make custom statuses for the tasks - but is there anyway to make additional "completed" statuses like for instance if i have a task "call back customer" and i leave a vm for them to call back marking it "completed -
This seems like it should be simple, but I'm stymied. I'm trying to export a filtered list of my Contacts for analysis in a spreadsheet. The use case is that I'm an ecom business based in the US. The bulk of our customers are individuals stored as Contacts.
As per the title. We need client scripts to apply at a Quick Create level. We enforce logic on the form to ensure data quality, automate field values, etc. However, all this is lost when a user attempts a "Quick Create". It is disappointing because, from
I want to create a quotation format in Zoho CRM similar to the attached PDF, where each product is displayed in a table with rpoduct image I need the product image to appear inside the line items section of the quote. However, while checking the Quote
It would be extremely convenient to have a lookup field whose type is Users. There are many instances where we need to relate certain actions to users. Furthermore, in our company the candidate sourcer might not be the one who's creating the profile (done by an admin). Please do consider adding this essential feature in the future. Thank you
I am currently working on the Service Report Template Builder in Zoho FSM. I have created three separate service report templates for different workflows: Preventive Maintenance Report Requested Service Report Installation Report My issue is that I cannot
Hello Zoho Directory Admins! This post is to highlight the recent role and permission changes introduced as part of the security enhancements. Previously, Helpdesk Admins had the security permissions and were responsible for managing the security configurations
Hello Everyone! We are back with another exciting and highly awaited update in Client Script! Over the past months, many of you shared your insights and requests, asking for the power to extend Client Script functionality to Quick Create forms. This capability
Hello Zoho Team, Current Limitation: When I enable the pre-chat form under Brands > Flow Controls to collect the visitor’s name and email, it gets applied globally across all channels, including WhatsApp, Messenger, and Instagram. This doesn't quite align
Imagine the final season of your favorite series is about to drop. Your entire feed is talking about it. Trailers everywhere. Fan theories. Hype at 100%. Now your go-to burger place launches a limited-edition meal box themed around that series—custom
Hello Team, I would like to check with you all if there is an option to attach PDF documents to the service reports. When I try to attach a file, the system only allows the following formats: JPEG, JPG, and PNG. Could you please confirm whether PDF attachments
If you had read our post on how to post a message to a channel in a simple one-line command, then this sure is a piece of cake for you guys! For those of you, who are reading this for the first time, don't worry! Just read on. This post is all about how
Hello, I have been using Zoho sheets from last 1 year. But from last week facing a issue in merged cells. While editing all merged cells in a sheet became unmerged. I merged it again, but it again unmerged. In my half an hour work I have to do this 3-4
I am unclear as how to how I would have just a personal email (already do have it and love it) and get to use docs, notebook, workdrive etc. In other words mostly everything I had a google. I find gocs can be free with 5gb and so can mail with 5gb. Are
I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,
Is it possible to show a column on the Packing Slip that shows number of backordered items when a PO is only partially filled? I would also like to see the Backordered column appear on POs after you receive items if you didn't get ALL of the items or partial amounts of items. And lastly, it would be nice to have the option of turning on the Backordered column for invoices if you only invoice for a partial order. -Tom
The new year is already in motion, and the Zoho CRM Community has been buzzing with steady updates and thoughtful conversations. In this edition, we’ve pulled together the key product enhancements, Kaizen learnings, and helpful discussions from the first
TLDR: Add Date/Time/Timezone form field, and be able to turn off auto timezone feature. Allow for Zoho Voices CRM SMS Extension to be able to be added to custom modules, and cases. Create a feature that tracks emails by tracking the email chain, rather
Hello Everyone, Email is an important way to communicate with customers and prospects. If you use Outlook.com for emails and Bigin as your CRM, the Outlook Add-in helps you connect them easily so you can see your Bigin contact details right inside Outlook.com.
Vous administrez Zoho One et vous vous posez des questions sur la configuration, la gestion des utilisateurs, la sécurité ou encore l’optimisation de votre back-office ? Bonne nouvelle : une session Ask the Expert – Zoho One Admin Track arrive bientôt,
Hi I need script for associating projects in zoho projects to particular Account in zoho CRM side. It can be done manually but I need the automation for this process. There are no api regarding associating a project in zoho crm account. Need assistance
Let’s add a real AI assistant powered by Claude to your workspace this week, that your team can chat with, ask questions, and act on conversations to run AI actions on. This guide walks you through exactly how to do it, step by step, with all the code
Minimum wait time for both Campaigns workflows and Marketing Automation journeys is one hour. I need one or the other to be set to several minutes (fraction of the hour). I tried to solve this by entering a fraction but the wait time data type is an integer
L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilité
Hi users, We're excited to introduce password-protected PDF as a download option in Zoho Office Integrator's document editor. This allows you to securely share confidential information from within your web app. Highlights of the password-protected PDF
Bonjour, J'ai un Zobot installé sur mon site depuis longtemps. J'ai ajouté plusieurs langues, dans la configuration et dans le générateur de bot sans code Pourtant, le Chat continue à s'afficher en Francais. Comment enclencher le multilangue en front
Hey Zoho Community, I’ve been messing around with ways to make product images less of a headache for fashion brands on Zoho Commerce. You know how boring generic backdrops can get, and how much time traditional photoshoots eat up, right? I tried out this
Hello Zoho Commerce Support Team, I am facing an issue while assigning categories to products in Zoho Commerce. I want to assign multiple categories to a single product, but in the Item edit page, the Category field allows selecting only one category