Reports
The Performance reports page produces a detailed report on any subjects in your Desk application, including tickets, agents, bots, and teams.
The first Summary tab will show you an overall look of the tickets and conversations within them. The Agent, Team, and Bot tabs will contain data related to their performance. Also, use the filters below the tabs to acquire reports for the date range and a specific agent, team, or bot of your needs. The default data range is 14 days prior to the current date.
Depending on your preference, the data can be visualized in form of table or graph. You will find buttons to switch the mode in the top right corner of the screen. In case you need those figures in a CSV file, click Export in the top right corner and select the date range. Then go to Data exports in the left menu bar. You will see a list of your reports ready for a download.
Export format
Data exports requested from the Reports page can contain either the aggregated figures of the statistics shown on the dashboard page or the daily data with the full list of statistics by each subject. Depending on the data type, available data formats vary:
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Aggregated data: Provides the core statistical figures for each data subject as displayed on the Report page on the dashboard. Available only for Agent and Team reports. The aggregated data offers a consolidated view, enabling quick insight into performance metrics over selected periods.
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Daily data: Provides the comprehensive statistical figures for each data subject, covering the full range of statistics available. Available for all types of data, offering a detailed day-by-day breakdown that facilitates in-depth analysis.
Summary
This section details the overall performance of your Desk application.
| Metrics | Definition |
|---|---|
Tickets | The number of new and closed tickets for the specified date range. |
Tickets per hour | The average of new and closed tickets per hour for the specified date range. |
Messages | The number of messages sent by both agents and customers for the specified date range. |
Messages per hour | The average number of messages sent by both agents and customers per hour for the specified date range. |
Average first response time | The total first response time divided by the number of ticket assignments to which agents responded. Multiple assignments of the same ticket are counted for the calculation. |
Average resolution time | The total ticket resolution time divided by the number of tickets closed for the specified date range. Resolution time indicates time taken from ticket creation to ticket closing. |
CSAT (Customer Satisfaction Rating) | A pie chart of responses from customer satisfaction rating (CSAT) per score for the specified date range. When hovering over, each pie will show the number of responses and its percentage. |
Tickets closed by | A pie chart of tickets closed by each Desk role for the specified date range. When hovering over, each pie will show the number of closed tickets and its percentage. |
CSV file
The following image is an example of a CSV file.
Agent
This page details the overall performance of your agents.
| Metrics | Definition |
|---|---|
Assignments | The total number of times an agent is assigned to tickets. Multiple assignments of the same ticket are counted for the calculation. |
Received tickets | The total number of tickets that were once assigned to a team. Even if the same ticket is assigned to the same agent multiple times, it is counted as 1 received ticket. |
Closed tickets | The total number of tickets closed by an agent. |
Average CSAT | The average score of customer satisfaction rating (CSAT) agents received for the specified date range. |
Average first time response time | The total first response time divided by the number of tickets that received an agent’s first response for the specified date range. |
CSV file
The following image is an example of a CSV file for agents.
Team
This section details the overall performance of your teams.
| Metrics | Definition |
|---|---|
Received tickets | The total number of tickets that were once assigned to a team for the specified date range. Even if the same ticket is assigned to the same team multiple times, it is counted as one received ticket. |
Closed tickets | The total number of tickets closed by a team for the specified date range. |
Average CSAT (Customer Satisfaction Rating) | The average score of customer satisfaction rating (CSAT) teams received for the specified date range. |
Average first time response time | The total first response time of a team divided by the number of tickets that received the first response from the team for the specified date range. |
Average resolution time | The total resolution time of a team divided by the number of tickets closed by the team for the specified date range. Resolution time indicates time from ticket creation to ticket closing. |
CSV file
The following image is an example of a CSV file for teams.
Bot
This section details the overall performance of your bots.
| Metrics | Definition |
|---|---|
Assignments | The total number of times a bot is assigned to tickets. Multiple assignments of the same ticket are counted for the calculation. |
Closed tickets | The total number of tickets closed by a bot. |
Closed assignment rate | The total number of tickets closed by a bot divided by the number of tickets it received. |
Average time to closing | The average time for a bot to close a ticket since the ticket assignment. |
Average time to handover | The average time a bot spends on a ticket from ticket assignment to handover to another agent. |
Average CSAT (Customer Satisfaction Rating) | The average score of customer satisfaction rating (CSAT) bots received for the specified date range. |
CSV file
The following image is an example of a CSV file for bots.