Freshdesk's curated reports in Analytics are the same as in Reports but with more metrics and better visualizations. They provide you with a 360 view of your support performance. Monitor your team's performance along with the metrics most relevant to you. It also provides you with the essential information to chart better customer experiences.
Here’s a list of the curated reports and their functionalities.
Report Name | Functionalities |
Helpdesk Performance | Overview of your helpdesk's Time and SLA metrics. |
Helpdesk Ticket Volume | Overview of your helpdesk's Ticket metrics, including the number of tickets created, resolved or reopened. |
Agent Performance | Summary of the agents' performances in the selected time period. You can sort your agents based on metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing agents. |
Group Performance | Summary of the groups' performances in the selected time period. You can sort your agent groups based on metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing groups. |
Ticket volume trends | Shows which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also see the number of unresolved tickets at the selected time. These reports help you understand the ticket flow in your helpdesk and enable you to allocate resources accordingly. |
Performance Distribution | Focuses on the agent/group performance metrics such as first response time, average response time, and resolution time. The time taken is calculated based on the business hour that applies to each ticket. For example, 24 hours equals 1 day if you have 24x7 support and 4 days if you have a 6x5 hour workday. |
Timesheet summary | Keeping track of the time spent on each ticket helps you generate timesheets and invoice your clients. Freshdesk's Timesheet Summary lets you generate and analyze the time spent by filtering - based on customers, groups of customers, and your agents - so that you can understand where the working hours are going. |
Ticket lifecycle | Recurring SLA violations are often a result of poor support processes, an inefficient vendor you are currently working with, a particular team or agent slacking off, and so on. With the Ticket Lifecycle Report, you now have an easy way to analyze these scenarios to determine the root cause of your support inefficiencies. |
Top customer analysis | Freshdesk's Top Customer Analysis helps you understand which customers have had the most interactions with your agents and lets you see trends in the kinds of tickets they've raised. |
Satisfaction survey | The customer satisfaction report helps you analyze your agents' relative performance, which can, in turn, help you assess your service and provide better guidelines to train support people in the future based on past results. |
Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.
You can also refer to our Analytics guide for various use cases to implement in your helpdesk.
For a detailed demonstration, please watch the video on Youtube on how to delete agents in Freshdesk.
