DaoDesk has a section “Reports”, which includes the whole wide arsenal of working with statistics.

You can access the section from the system work panel: 

• General report - helps to get general information on the work in your system for a certain period of time. With its help you will be able to see exactly the general picture of customer service and key indicators, i.e. it is suitable for general evaluation of the support service activity, as well as for load analysis.

The “General report” ignores requests where the executor is not specified, as well as requests where the executor and the request creator are the same user.

If you need to create a report taking into account requests where the executor is also the creator or is not specified at all, use the “Export requests” features.

• Dynamics report - helps to compare data between periods. For example, to find out how much the load on the support team increases during holidays (sales, Black Friday) compared to regular days.

• Global report - allows you to get data in any context (by individual fields, dates, types, executors, etc.), sort data, analyze the number of tickets by specified parameters and much more;

• Audit report - information about selected actions of employees on requests for a certain period of time, helps to evaluate the productivity of employees;

• Requests Export - allows to export requests to xml or csv file according to a pre-created report template;

• Billing report - responsible for displaying spent and paid time for a specified period of time;

• Agents feedback - information about evaluations by requests received by employees for a specified period of time, and generates a satisfaction rate indicator based on this data;

• Requests feedback - for a more detailed review of statistics on requests and feedback received;

• Staff statuses - information in the form of a graph and a table about the time when an employee is in a certain status, number of status changes, date and time of the last and the first action for the selected period of time.

Additional reports

• Agent report - information on average time of execution and addition of the first response of request by type of requests.

• User report  view statistics on requests created in the system by users, with the ability to specify the required time period and type of requests;

• Company report - displays how many requests exist in the system from users of companies in what status they are, average time of the first response and execution when selecting the type and time period;

• Department report - the number of requests by departments in the system, their status, average time of the first response and closing for the selected time period and type of requests;

• Report by channels - statistical information on the work of each channel for the specified time period;

• Agent report (chat) - number of requests processed by operators in the “Omnichannel” section and detailed information on each employee for the selected period;

• Dispatcher report - information about the status and the number of rule triggers for the specified period of time. With a large number of settings in the Dispatcher, you can filter and track inefficient or ineffective rules.

More info

• If you set the “Closing date” setting, a report will be generated only for completed requests that were closed within the specified time period, regardless of the date of receipt of the request.

• If you need to periodically receive data on the same parameters, you can generate the required report and then click on the “Add template” button, after that you can select the desired template and all the parameters saved in it will be pulled up automatically.

• First reply time - actual time of the employee's first response to the request (regardless of working hours).

   

• Request resolution time - total time from the moment the request is received to its fulfillment, regardless of working hours. If the request was reopened, the counting will continue from this moment till the next closing.

   

• First reply time/request resolution time by SLA - depends on the working time settings. For example, if the request came at 8:00 in the morning, the working day in the system is set from 9:00, and the employee will answer at 9:15, the time of the first response by SLA will be 15 minutes (9:00+15 minutes), because the working time is taken into account, and the usual time of the first response will be 1 hour and 15 minutes (8:00 + 1:15). Working time in the system is set in the “SLA plans” section.