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

    • REFUND REQUEST FOR PLAN SUBSCRIPTION CANCELLED

      I have cancelled my Zoho Books subscription and would like to request a full refund for the subscription. Kindly process the refund at your earliest convenience.

    • Sales IQ - Bot Builder - Forward to Operator Action Card Improvement

      Hi team, It would be a great improvement to have an additional branch out of the Forward to Operator Action Card. I would like to allow 10 seconds for an operator to pick up the chat, if they don't or if they reject the chat I would like the Bot to continue

    • purchasing a pagkage

      goodmorning i want to pay for my monthly package but your app is sayinng i have insufficient funds yet i loaded money on my account yesterday though in our currency of ugx

    • Edit Receipt, how?

      Do you notice the big blank space in Receipt? I want to remove that. I know there is a template but that blank space, I can't seem to remove it. Please help. Thank you!

    • Can I export a TXF (TurboTax exchange format) file out of Zoho Books?

      Hello, I'm trying to do my US Small Business Taxes using Intuit's Turbo Tax. Can I export my expenses from Zoho Books to a TXF format file, so that it can then be imported into Turbo Tax? Thanks, Rajnesh

    • Tax inclusive and exclusive for Sales invoices

      Hello, where can I set my tax to be inclusive or exclusive for invoices in Zoho Books? There used to be a button for me to do that right above the products table. Can someone help me please? Thank you!

    • Unable to produce monthly P&L reports for previous years

      My company just migrated to Books this year. We have 5+ years financial data and need to generate a monthly P&L for 2019 and a monthly P&L YTD for 2020. The latter is easy, but I'm VERY surprised to learn that default reports in Zoho Books cannot create

    • ZOHO Reports are taking longer time to get refresh

      Hi Team, Since last few days, I'm facing issues in getting updated reports. For eg: right after making an expense entry or even posting a journal, it is taking longer then expected for the updated reports. Refer below: "You are viewing the report that

    • audio and video comments in tasks in zoho projects

      Hi, is it planned to have the ability to post audio and video comments? the whatsapp wechat format of communicating is a reality... tools like zoho project would facilitate a lot teamwork by facilitating the way in which we can give feedback in audio and video rather than only text. thx!

    • Looking for Zoho + Twilio Automation Specialist (Duda Website Integration)

      Hi everyone, I’m looking for an experienced Zoho specialist to help build a mostly automated CRM and booking system for my service business. I already have a live website built on Duda.co and need help integrating my existing forms into Zoho CRM (no rebuild

    • How To Implement an Auto-Check-out Feature for Attendance?

      If an employee forgets to check out, the system should automatically check out the employee at 6:30 PM

    • Zoho CRM For Everyone UI Rollout Begins for All Users

      Hello Partners, We have started rolling out the new Zoho CRM For Everyone UI as the default experience for all users. This update is being released in three phases based on organization size and account type. We want to keep you informed of the rollout

    • How to retreive the "To be received" value of an Item displayed in Zoho inventory.

      Hi everyone, We have our own Deluge code to generate a PO according to taget quantity and box quantity, pretty usefull and powerful! However, we want to reduce our quantity to order according to "To be received" variable. Seems like this might not even

    • Introducing Explainer Videos for Zoho Desk: Solve everyday challenges with simple configurations

      Dear everyone, We have created a set of short explainer videos that show how common support scenarios can be handled using simple configurations within the product. The solutions often lie in the plain sight, but go unnoticed. Through these videos we

    • Notifications Feeds unread count?

      How do I reset the unread count on feeds notifications?  I've opened every notification in the list.  And the count never goes to zero.

    • Simple reliable solution to convert MSG files for AOL Mail?

      A simple and reliable way to convert MSG files for AOL Mail is by using a professional tool MacGater Mac MSG Converter. This software allows users to quickly convert MSG files into formats compatible with AOL, such as MBOX or direct email migration. It

    • Zoho One Support is non existent...

      I've tried through Email, Chat, this community and finally through Phone. There is no way to receive an answer. Email = over a week and no answer Chat = not available Community = no answer at all Telephone = after clicking myself through the callcenter

    • Disable Zoho Contacts

      We don't want to use this app... How can we disable it?

    • Custom module - change from autonumber to name

      I fear I know the answer to this already, but thought I'd ask the question. I created a custom module and instead of having a name as being the primary field, I changed it to an auto-number. I didn't realise that all searches would only show this reference.

    • Edit a previous reconciliation

      I realized that during my March bank reconciliation, I chose the wrong check to reconcile (they were for the same amount on the same date, I just chose the wrong check to reconcile). So now, the incorrect check is showing as un-reconciled. Is there any way I can edit a previous reconciliation (this is 7 months ago) so I can adjust the check that was reconciled? The amounts are exactly the same and it won't change my ending balance.

    • Dynamic Questions in Zoho Forms

      Is it possible to add dynamic questions (like displaying a user’s name) in Zoho Forms? I know this is possible in surveys, but can we implement similar functionality in Zoho Forms?

    • Introducing Zoho MCP for Bigin

      Hello Biginners! We're excited to introduce Zoho MCP for Bigin, a completely new way of interacting with Bigin data using AI. With Zoho MCP, you can securely connect your Bigin account with popular AI tools like Claude, Cursor, Windsurf, and VS Code,

    • SAP Business One(B1) integration is now live in Zoho Flow

      We’re excited to share that SAP Business One (B1) is now available in Zoho Flow! This means you can now build workflows that connect SAP B1 with other apps and automate routine processes without relying on custom code. Note: SAP Business One integration

    • [Action Required] : Update Shopify Access Scope to fetch complete order history

      Hello Shopify Users! Shopify has updated the access scope for apps under developer portal. With this change, the read_orders scope now provides access only to the last 60 days of order history. To access older historical orders, Shopify requires a separate

    • Advance Payment Record Removed When Deleting Applied Credit from Bill

      Hello, So while working with vendor advance payments, I noticed that removing the applied credit from a bill also removes the corresponding entry from the Payments Made section. What I did : Recorded an advance payment to a vendor through Payments Made.

    • How to Connect Zoho Books with e-Way Bill Portal (Step-by-Step Guide)

      Integrating Zoho Books with the e-Way Bill portal helps automate your logistics and compliance process. Follow the steps below to set it up easily: 🚀 How to Connect Zoho Books with e-Way Bill Portal (Step-by-Step Guide) Integrating Zoho Books with the

    • Is there a way to update all the start and end dates of tasks of a project after a calendar change?

      Hi! Here's my situation. I've built a complete project planning. All its tasks have start dates and due dates. After completing the planning, I've realized that the project calendar was not the right one. So I changed the project calendar. I now have

    • Lookup fields can't be used for anything important

      Hi It seems the lookup fields are mostly.... informative, you can at most link stuff between modules... You can't use lookup fields in blueprints, you can't use them in layout rules or anything... It that correct?

    • Sales Allowed Beyond Available Stock and Payment Recorded Without Restriction

      Hi, While testing in Zoho Inventory, I noticed that a sales order can be created with a quantity exceeding the available stock in the selected warehouse. In my case: Available stock: 5 units Ordered quantity: 6 units Despite this: I was able to convert

    • Zoho Writer Frequently not loading

      I've reported this as a problem already but I can't log into my email right now or get onto the main site so you're going to hear about it again here: at least once a week, Zoho Writer will just refuse to load entirely. The main page will load and load

    • Read Thread Details

      Does anyone know how to "read" the complete thread details in a ticket? I figured out how to pull a summary of the threads using a webhook, but it doesn't have all the details I want. I tried to create a loop in flow, which should have worked, but instead

    • How to Structure Data in Zoho Creator Applications

      Data structure is undoubtedly one of the most critical pillars in application development within Zoho Creator. Well-structured projects scale easily, enable more robust automations, and drastically reduce rework. Poorly modeled applications, on the other

    • Application Architecture in Zoho Creator: Why You Should Think About It from the Start

      Many companies begin using Zoho Creator by building simple forms to automate internal processes. This is natural — the platform is extremely accessible and allows applications to be built very quickly. The challenge begins to appear when the application

    • Captcha can't be enabled conditionally

      Hi Problem: captcha on a form can't be enabled conditionally. Why is this a problem: Because I use the same form on our website (public) in the portal and mobile app. In the portal it works but in the mobile app it doesn't. So there should be a way to

    • Improved RingCentral Integration

      We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.

    • WorkDrive issues with Windows Explorer Not Responding

      We are using WorkDrive to collaborate on editing video content. We have a lot of files and quite a few are a few gigs. Recently anytime I try and work with the files Explorer freezes for a couple minutes whether it's dragging the files into Premiere or

    • Is it possible to retrieve function (Deluge) code from Zoho CRM externally?

      Hi Everyone, Is it possible to fetch or retrieve the Deluge function code from Zoho CRM using an external method (API or any other approach)? I would like to know if there is any way to access or extract the function script outside of Zoho CRM, or if

    • Zoho CRM Integration Form + Custom Fields

      Hi! I've created an Integration Form from Zoho CRM's Vendors Module, but I can choose a few standard fields and no custom fields I've created in Zoho CRM. There is a plan to add this feature soon? Thanks in advance.

    • AI secretary

      In our company, Claude is the secretary and creates inquiries and schedules from Gmail. You no longer have to enter them yourself. The secret is that we created an MCP server that connects to CRM. https://x.com/Mac_nishio/status/1917954562566328694

    • Como estruturar dados em aplicações Zoho Creator

      A estrutura de dados é um dos pilares mais críticos no desenvolvimento de aplicações no Zoho Creator. Projetos bem estruturados escalam com facilidade, permitem automações mais robustas e reduzem drasticamente retrabalho. Já aplicações mal modeladas rapidamente

    • Next Page