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
Hi, This is Surya, in one of my creator application I have a form called job posting, and I created an approval process for that form. When a user submits that form the record directly adding to that form's report, even it is in the review for approval.
I’ve struggled for quite a while to get this working properly. For a long time we relied on Azure Functions as a workaround to handle file transfers between Zoho Creator and OpenAI Vector Stores. It worked, but added unnecessary infrastructure and complexity.
Hi all, Has anyone found a magical way to filter calendar reports to start from, let's say 8:00, and not 0:00? Or at least to auto scroll there like Google Calendar for example?
Hi all, we've been facing issues with the Europe data center for two days. It's starting to disrupt our daily workflow. Any word on when this will be resolved?
I want to try a new template for my existing Zoho website without the risk of changing the current site or accidentally publishing the wrong template. Therefore I thought a 'clone website'-option should be somewhere, but I can't find it. How do I try
Hi Zoho Community, I created a new Custom Module in Zoho Expense. The module is fully built and I can see it in the Module Builder (Settings > Customization > Modules). However, I am unable to deploy this to my users because the module does not appear
Need Customer Item Inward Module along with QC 1. Using Transfer Orders hit the item balance sheet 2. Items without inventory it becomes difficult for tracking purpose. 3. Custom Modules become tedious to capture multiple items, item subforms are not
Hello, This is another question regarding the approval process. First a bit of background: Each of our accounts is assigned a rank based on potential sales. In Zoho, the account rank field is a drop-down with the 5 rank levels and is located on the account
Hi, we would need to create a mail merge template for products (native) module. Will be possibile? or do you have a smart solutions to merge products data with a mail merge? thanks Chris
I see that the maximum size of received emails can now be set to 20MB, however I'd still like to see it be larger. It's embarrassing when a client sends me an email with a large attachment and I can't receive it. 50, even 100 MB seems reasonable these
Hello everyone, We’re excited to invite you to another edition of the Learning Table Series webinar. As you may already know, we've moved to a purpose-based approach in the Learning Table Series this year. Each session now focuses on how a Zoho Creator
We are currently facing a serious deliverability issue with Zoho SMTP while sending transactional OTP emails for our production application. Emails sent to Outlook / Hotmail addresses are being rejected with the following error: 550 - 5.7.1 Unfortunately,
Outlook is blocking all emails sent from the Zoho server. ERROR CODE :550 - 5.7.1 Unfortunately, messages from [136.143.169.51] weren't sent. Please contact your Internet service provider since part of their network is on our block list (S3150). It looks
Dears, I am new to Zoho Analytics and I would like to ask you guys help to creating a ranking column. Report type: Pivot Matter: I want to create a ranking column on the right of Percentage. This ranking is group by column Type, and ranking by Final Score/Percent.
Help....How do I add a project template to a pre-existing project? Right now I have to delete the old project, make a new one and add the project template at the time of creating the new project.
I'm trying to use the OpenAI's new vision feature where we can send image through Api. What I want is the user to upload an image in the form and send this image to OpenAI. But I can't access this image properly in deluge script. There are also some constraints
Hi there, by talking with other users I found out that I, as an Admin, am the only one who can pick fields to be shown as columns in the Choose Account window when creating a new Deal record. In fact, if other users click on the "Add Column" symbol on
Hello Users! To align with Google’s latest updates on how apps access files in Google Drive, we’ve enhanced our integration to comply with the updated security and privacy standards, ensuring safer and more reliable access to your data. With this update,
Why can't I add additional sections? why can't I add other field types than the very limited subset that zoho allows? Why can I only add fields to the outbound/inbound call sections and not to the Call Information section?
Hi, We have report template for a list report. It looks good at screen. But when printing, it creates a page break after each record. How to remove the it? So we can print multiple records in same page. Please look at the attached screenshots. Report Template Report Print Preview
I think many of us regularly work with calendar-style reports. It would be great to be able to customize the quick view with new templates and have options to sort the entries for each day of the calendar by different criteria. I think this is an interesting
Hello Team, Hope you are all doing well. We are in the process of creating the Zoho FSM environment in the UAE. When we try to add the sender email address “techsupportuae@stryker.com”, we receive the error message: “Error occurred while sending mail
I recieved this email from openAI what does it means for us that are using the integration and what should we do? Earlier this year, we shared our plan to deprecate the Assistants API once the Responses API reached feature parity. With the launch of Conversations,
Presenting the very first game created using ZOHO Creator: Tic-Tac-Toe (or noughts and crosses) I made this to challenge myself and employ some of the new features of ZOHO Creator. I must admit that the code is very literal and not too elegant. There are plans to improve on the machine AI and streamline the code over time. Currently the code makes extensive use of functions for the machine "AI" - there are 12 of these. The machine AI can be tricked, so to counteract that I made it exceedingly arrogant
I want to be able to add notes to a task that do not necessarily get rolled up into an account or contact. For example, I tasks to work on a Court Order for John Doe divorce account. There might be lots of updates (in the form of notes) that employees
Hi, I would like to export using the Zoho People API using Fetch Leave Records API V2 | Zoho People API. However it only pulls active user's leaves. I want all users, active and former employees records.
...and the folder list is now auto-collapsed by default with no way to change. Neither of these recent updates are useful or user-friendly. ==================== Powered by Haiku https://www.haiku.co.uk ====================
Hello everyone! We are excited to announce one of the most requested features - Client Script support for Custom Buttons. This enhancement lets you run custom logic on button actions, giving you greater flexibility and control over your user interactions.
Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everything
Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions were
Are you building your first landing page and want a little guidance? Join our monthly Getting Started with Zoho LandingPage webinar and learn how landing pages fit into your marketing strategy, drive lead generation, and improve conversions. Here’s what
Greetings all, We've introduced the ability to view complete email thread conversations directly from records' History and Interactions sections, along with email delivery status and sentiment insights on the Interactions page—which makes it easier for
Do you inspect your online store frequently? If not, here's your reminder to do it now. Broken links frustrate customers and make your store feel unreliable. Whether it’s a missing product page, an outdated menu item, social media accounts, or a broken
Hi, How do I create a custom deluge function in Zoho CRM that returns a string? e.g. Setup->Workflow->Custom Functions->Configure->Write own During create or edit of the function I don't see a way to change the default 'void' to anything else. Adding
push notification to Cliq when user is @mentioned in CRM notes. Currently users that is @mentioned gets an email to be notified. User/s that is @mentioned should get a Cliq notification.
Hello, I'm new to Zoho Books. I need to understand how to record our restaurant sales in Zoho Books. We can't raise invoices for each bill from the daily sales report generated by our POS (duplicated effort). We need a means of entering cumulative sales
Hi, We run a small cloud kitchen and are interested to use Zoho for Inventory and Composite Item tracking for our food served and supplied procured to make food items. Our model is basically like subway where the customer can choose breads, veggies,
Anyone else getting similar problems recently ??..... Hi, Your message to the following recipient was not delivered. Please find the details below. Bounce Details: Bounced Address : someone@google.com Bounce Reason : other ; Status : 5.0.0 (undefined status) ; Daignostic-Code : smtp;542 someone@google.com Rejected ; Bounced Time : Sep 05, 2017 06:37 PM BST Regards, Zoho Team The email addresses were fine only a few days ago but are now being rejected ?