Reports & Analytics
Gain valuable insights into your support operations with comprehensive reporting and analytics capabilities to drive data-informed decisions.
Analytics Overview
Transform raw helpdesk data into actionable insights that optimize operations and improve customer satisfaction
Importance of Support Analytics
Analytics transform raw helpdesk data into actionable insights that help optimize support operations, improve customer satisfaction, and demonstrate business value.
Key Benefits
Operational Efficiency
- Identify bottlenecks in support processes
- Optimize agent workload distribution
- Improve ticket resolution times
- Reduce operational costs
Customer Experience
- Monitor customer satisfaction trends
- Identify common pain points
- Measure service level performance
- Track customer effort scores
Strategic Planning
- Forecast support resource needs
- Identify training requirements
- Plan capacity for peak periods
- Justify budget allocations
Performance Management
- Track individual and team performance
- Set and monitor KPI targets
- Identify top performers and best practices
- Provide data-driven performance feedback
Analytics Framework
Data Collection
Automatic Data Capture:
- • Ticket lifecycle events and timestamps
- • Customer interactions and communications
- • Agent activities and response times
- • System usage and performance metrics
- • Customer feedback and satisfaction scores
Data Quality:
- • Real-time data processing
- • Automated data validation
- • Historical data preservation
- • Data backup and recovery
- • Privacy and compliance protection
Reporting Categories
Operational Reports:
- • Ticket volume and trends
- • Resolution time analysis
- • Agent performance metrics
- • Department efficiency
- • SLA compliance tracking
Customer Analytics:
- • Customer satisfaction scores
- • Support ticket patterns
- • Self-service usage
- • Customer effort metrics
- • Retention correlation analysis
Business Intelligence:
- • Cost per ticket analysis
- • ROI of support operations
- • Revenue impact of support quality
- • Predictive trend analysis
- • Comparative benchmarking
Analytics Success
Focus on metrics that drive actionable insights rather than collecting data for its own sake.
Performance Metrics
Track and measure key performance indicators to optimize support operations and customer satisfaction
Key Performance Indicators (KPIs)
Response Time Metrics
First Response Time
- • Time from ticket creation to first agent response
- • Industry benchmark: 2-4 hours for normal priority
- • Target varies by priority level and customer tier
- • Critical for customer satisfaction perception
Resolution Time
- • Total time from ticket creation to closure
- • Includes customer response time
- • Department and category-specific targets
- • SLA compliance measurement
Agent Response Time
- • Average time between customer replies and agent responses
- • Excludes customer response delays
- • Indicates agent efficiency and workload
- • Quality vs. speed balance metric
Volume and Efficiency Metrics
Ticket Volume Analysis
Total Tickets:
Overall volume trends
New vs. Resolved:
Backlog growth/reduction
By Priority:
Distribution across urgency levels
By Category:
Issue type frequency
By Department:
Workload distribution
Resolution Efficiency
First Contact Resolution (FCR):
Issues resolved in single interaction
Reopened Tickets:
Quality indicator
Escalation Rate:
Issues requiring higher-level support
Agent Utilization:
Productive time percentage
Customer Satisfaction Metrics
Customer Satisfaction Score (CSAT)
- • Post-resolution survey ratings
- • Scale: 1-5 or 1-10 rating system
- • Target: >90% satisfied (4+ rating)
- • Trend analysis over time
Net Promoter Score (NPS)
- • Likelihood to recommend rating
- • Scale: 0-10 with categorization
- • Promoters (9-10), Passives (7-8), Detractors (0-6)
- • Industry benchmarking capability
Customer Effort Score (CES)
- • Ease of problem resolution rating
- • "How easy was it to resolve your issue?"
- • Lower effort correlates with higher satisfaction
- • Predictor of customer loyalty
Individual Performance Tracking
Agent Performance Metrics
Productivity Metrics:
Tickets Handled:
Daily/weekly ticket volume
Resolution Rate:
Percentage of tickets resolved
Response Time:
Average time to respond
Quality Score:
Based on customer feedback
Availability:
Active time vs. scheduled time
Quality Metrics:
- • Customer Ratings: Direct feedback scores
- • Peer Reviews: Internal quality assessments
- • Knowledge Utilization: Use of knowledge base resources
- • Escalation Patterns: When and why escalations occur
- • Training Completion: Skill development tracking
Team Performance Analysis
Department Comparisons:
- • Cross-department performance benchmarking
- • Resource allocation optimization
- • Best practice identification
- • Training needs assessment
- • Goal setting and achievement tracking
Trend Analysis:
- • Performance improvement over time
- • Seasonal pattern identification
- • Impact of training and process changes
- • Correlation with customer satisfaction
- • Predictive performance modeling
Report Generation
Generate comprehensive reports with pre-built templates and custom reporting capabilities
Standard Reports
Pre-Built Report Templates
Daily Operations Report
- • Ticket volume summary
- • Open ticket count by priority
- • Overdue ticket alerts
- • Agent availability status
- • SLA compliance overview
Weekly Performance Summary
- • Resolution time trends
- • Customer satisfaction scores
- • Agent performance metrics
- • Department efficiency analysis
- • Knowledge base usage statistics
Monthly Business Review
- • Trend analysis and insights
- • Customer feedback summary
- • Resource utilization analysis
- • Goal achievement tracking
Report Customization
Filter Options
Date Range:
Custom time periods
Departments:
Specific team focus
Agents:
Individual or group analysis
Categories:
Issue type filtering
Priorities:
Urgency level analysis
Customers:
Account-specific reports
Visualization Options
Charts:
Line graphs, bar charts, pie charts
Tables:
Detailed data presentations
Dashboards:
Multi-metric overviews
Heat Maps:
Pattern visualization
Trend Lines:
Time-based analysis
Custom Report Builder
Report Creation Process
1
Define Objectives
- • Identify key questions to answer
- • Determine target audience
- • Select relevant time periods
- • Choose appropriate metrics
2
Data Selection
- • Choose data sources (tickets, customers, agents)
- • Apply filters and conditions
- • Group and aggregate data
- • Calculate derived metrics
3
Visualization Design
- • Select chart types and layouts
- • Configure colors and formatting
- • Add titles and descriptions
- • Include contextual information
4
Distribution Setup
- • Schedule automatic generation
- • Configure email distribution
- • Set up access permissions
- • Enable self-service access
Advanced Reporting Features
Drill-Down Capabilities
- • Click-through to detailed data
- • Interactive filtering and exploration
- • Multi-level data analysis
- • Contextual information overlay
Real-Time Dashboards
- • Live data updates
- • Alert notifications
- • Mobile-responsive design
- • Collaborative sharing features
Automated Reporting
Scheduled Reports
Report Automation:
Daily:
Operational status reports
Weekly:
Performance summaries
Monthly:
Business intelligence reports
Quarterly:
Strategic analysis reports
Ad-hoc:
Event-triggered reports
Distribution Methods:
- • Email: PDF or HTML format
- • Dashboard: Real-time web access
- • API: Programmatic data access
- • Export: CSV, Excel, or JSON formats
- • Webhook: Push to external systems
Alert-Based Reporting
Performance Alerts:
- • SLA breach warnings
- • Customer satisfaction drops
- • High ticket volume spikes
- • Agent performance concerns
- • System outage impacts
Threshold Monitoring:
- • Configurable metric thresholds
- • Escalation notification rules
- • Automatic corrective actions
- • Historical threshold analysis
- • Predictive alert capabilities
Best Practice: Focus on actionable metrics and avoid report overload. Too many reports can lead to analysis paralysis.
Dashboard Configuration
Executive Dashboard
High-Level Metrics:
- • Overall customer satisfaction trend
- • Total cost of support operations
- • Team productivity overview
- • Business impact measurements
- • Strategic goal progress
Visual Elements:
- • Key metric cards with trend indicators
- • Executive summary charts
- • Performance comparison graphs
- • Goal achievement gauges
- • Alert status indicators
Manager Dashboard
Operational Focus:
- • Department performance metrics
- • Agent productivity tracking
- • Workload distribution analysis
- • Customer escalation trends
- • Resource utilization reports
Management Tools:
- • Team performance comparisons
- • Individual agent drill-downs
- • Capacity planning insights
- • Training needs identification
- • Budget allocation analysis
Agent Dashboard
Personal Performance:
- • Individual KPI tracking
- • Personal goal progress
- • Recent activity summary
- • Customer feedback scores
- • Professional development metrics
Work Management:
- • Current ticket queue
- • Priority task highlights
- • Knowledge base suggestions
- • Team announcements
- • Quick action shortcuts
Dashboard Customization
Layout Configuration
Widget Management:
- • Drag-and-drop widget placement
- • Resize widgets for importance
- • Add/remove dashboard sections
- • Create multiple dashboard views
- • Save personal preferences
Display Options:
Chart Types: Bar, line, pie, gauge, table
Time Periods: Real-time to historical views
Data Granularity: Summary to detailed views
Color Schemes: Brand-aligned visualizations
Responsive Design: Mobile and desktop optimization
Role-Based Dashboards
Permission-Based Views:
- • Agent-level: Personal and team metrics
- • Manager-level: Department and cross-team analysis
- • Executive-level: Strategic and financial metrics
- • Customer-level: Personal ticket status and history
Customizable Access:
- • User-specific dashboard configurations
- • Department-focused metric filtering
- • Customer tier-based views
- • Integration with user roles and permissions
Real-Time Features
Live Dashboard Updates
- • Auto-refreshing dashboards
- • Live notification streams
- • Real-time alert overlays
- • Current queue status
- • Active session monitoring
Real-Time Monitoring
Monitor support operations in real-time with live dashboards and instant alerts
Live Data Updates
Real-Time Features
- • Auto-refreshing dashboards
- • Live notification streams
- • Real-time alert overlays
- • Current queue status
- • Active session monitoring
Performance Indicators
- • Current SLA status
- • Active agent availability
- • Incoming ticket rates
- • System performance metrics
- • Customer portal activity
Alert Systems
Visual Alerts
- • Color-coded status indicators
- • Flash notifications for urgent issues
- • Progress bars for SLA tracking
- • Trend arrows for metric changes
- • Badge counters for attention items
Notification Integration
- • Desktop notifications
- • Mobile push alerts
- • Email summaries
- • Slack/Teams integration
- • SMS alerts for critical issues
Data Export & Integration
Export data in multiple formats and integrate with business intelligence platforms
Analytics Implementation Roadmap
1
Phase 1: Foundation
- • Set up basic KPI tracking
- • Configure standard reports
- • Train team on dashboard usage
- • Establish baseline metrics
2
Phase 2: Enhancement
- • Create custom dashboards
- • Implement automated alerts
- • Add customer satisfaction tracking
- • Integrate with business tools
3
Phase 3: Advanced
- • Deploy predictive analytics
- • Build executive reporting
- • Implement machine learning
- • Create strategic insights
Data Strategy
Establish clear data governance policies and ensure analytics initiatives align with business objectives.