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Note:The curated reports detailed in this article will be available for use starting November 6, 2024.
The new curated reports in Freshdesk Analytics provide a deeper, more actionable understanding of your support operations. These reports go beyond standard metrics, offering detailed insights into ticket creation patterns, backlog trends, SLA adherence, and agent performance. They’re designed to help you identify key areas for improvement, optimize resources, and streamline workflows across your team.
The following are the new curated reports that are available:
Tickets creation & assignment report
The Tickets Creation & Assignment report provides an in-depth look at how support tickets are generated and assigned within your team. It’s valuable for understanding ticket creation trends, identifying potential backlog issues, and ensuring balanced workload distribution across agents. This report is helpful when tracking ticket flow, optimizing assignment practices, and improving response times.
Tabs/Sheets in Tickets creation & assignment report
Creation Pattern: Visualize ticket creation trends over time, helping spot peak times and demand fluctuations.
Creation: Review ticket volume, sources, and types for insights into incoming requests.
Assignment: Monitor ticket assignments to agents, ensuring balanced distribution and efficient resolution.
Unassigned: Identify tickets still awaiting assignment, proactively addressing delays and backlog issues.
Backlogs - Unresolved Tickets Report
The Backlogs - Unresolved Tickets report helps you keep track of unresolved tickets to identify and address bottlenecks in the support process. It provides visibility into periods of high backlog, agent workload distribution, and the need for potential interventions to ensure timely ticket resolution. This report is essential for managing workload effectively and maintaining service quality.
Tabs/Sheets in Backlogs - Unresolved Tickets
Unresolved Trend: View trends of unresolved tickets over time, helping you identify when backlogs peak.
By Agents: See unresolved tickets by agents, allowing for workload balancing and spotting potential performance issues.
Reopens: Track tickets that have been reopened, providing insights into initial resolution quality and recurring issues.
Adoption Reports
The Adoption Reports offer insights into how effectively your team and customers utilize support resources, like canned responses and the knowledge base. This report can highlight the most valuable content by analyzing usage patterns and identifying areas where new resources may be needed. It is valuable for optimizing support resources and enhancing self-service tools.
Tabs/Sheets in Adoption Reports
Canned Response: Assess the frequency and impact of canned responses used by agents, identifying popular responses or potential gaps.
Knowledge Base: Track usage metrics and helpfulness of knowledge base articles to understand which content is most useful to customers.
Freddy Reports
Freddy Reports offers an in-depth look into AI-driven automation within the support workflow, focusing on Freddy’s performance in triaging tickets, responding through bots, and streamlining responses. This report helps evaluate the effectiveness of Freddy’s automation and identifies opportunities to improve efficiency. This report is instrumental for measuring and enhancing automation in your support processes.
Tabs/Sheets in Freddy Reports
Triage Overview: Get a high-level view of how Freddy triages tickets, helping you pinpoint where automation can be improved.
Triage Detailed Metrics: Dive into specific metrics around Freddy's triaging abilities, analyzing ticket routing and assignment quality.
Email Bot: Monitor Freddy’s email bot performance, including response accuracy and the time saved for agents.
Answer Bot: Review the answer bot's success in handling customer inquiries, focusing on how it contributes to faster resolutions.
Canned Response: Examine the usage of Freddy-generated canned responses, helping agents respond consistently and efficiently.
Support Overview Report
The Support Overview Report comprehensively examines ticket handling, agent efficiency, and SLA adherence across your team. It helps pinpoint areas for process improvement, tracks individual agent activity, and ensures SLAs are met. This report is essential for a holistic view of your team’s support performance.
Tabs/Sheets in Support Overview
Tickets: Review ticket volume and characteristics, providing insight into the overall demand on your support team.
Efficiency: Analyze the speed and effectiveness of ticket resolutions, highlighting potential process bottlenecks.
Agent Activity: Track individual agent activities to balance workload and identify top performers.
Ticket Lifecycle: Trace tickets through each stage in their lifecycle to identify optimization opportunities.
Unresolved: Monitor unresolved tickets to manage backlogs and maintain timely resolutions.
SLA: Track SLA compliance to ensure your team meets service-level commitments.
Customer Analysis Report
The Customer Analysis Report helps you understand the quality and timeliness of customer interactions by measuring factors like SLA compliance, response times, and total time spent on requests. It’s a key tool for maintaining high service quality and understanding customer needs. This report is crucial for delivering timely and high-quality responses to customers.
Tabs/Sheets in Customer Analysis Report
Activity: View trends in customer interactions, helping with resource planning and managing peak periods.
SLA: Track adherence to SLA requirements for customer requests, ensuring consistent service quality.
Responses: Analyze response times to customer queries, enabling quick and efficient resolutions.
Time: Measure the time spent on customer requests, identifying areas to improve efficiency.
Agent Performance Report
The Agent Performance Report evaluates each agent’s productivity, efficiency, and adherence to SLAs, providing insights into individual performance. It’s useful for identifying top performers, addressing gaps, and ensuring consistent customer service. This report is essential for tracking and optimizing individual agent performance.
Tabs/Sheets in Agent Performance Report
Activity: Review each agent’s activity on tickets, helping balance workload and ensure accountability.
Time: Monitor the time each agent spends per ticket, identifying areas to improve efficiency.
SLA%: Measure SLA adherence per agent, supporting consistent performance standards.
Violations: Track SLA violations by agent to address performance issues.
AHT (Average Handle Time): Assess handling time per ticket, aiming to improve speed and service quality.
Availability: View agent availability trends, aiding in effective scheduling and resource allocation.
Timesheet Summary Report
The Timesheet Summary Report aggregates time-tracking data across agents, groups, and the company as a whole, offering a clear picture of time spent on support activities. It helps in resource allocation, accountability, and productivity monitoring. This report is key for tracking time spent on support and managing resources effectively.
Tabs/Sheets in Timesheet Summary Report
Company: Summarize total hours logged across the company, providing insights into resource utilization.
Agent: View time logs by individual agents to monitor productivity.
Group: Analyze time allocation by group, ensuring balanced workload and resource distribution.
SLA Reports
SLA Reports track compliance with service level agreements, ensuring that your team meets the response and resolution commitments made to customers. Monitoring SLA metrics is essential for maintaining customer satisfaction and operational efficiency. This report is critical for maintaining timely responses and resolution quality.
Tabs/Sheets in SLA Reports
Resolution: Track how many tickets were closed within the SLA timeframes.
First Response: Monitor compliance with initial response times.
Next Response: Track time taken between consecutive responses, ensuring prompt follow-up.
Ticket Lifecycle Report
The Ticket Lifecycle Report offers a detailed view of tickets moving through various stages, helping you identify delays and optimize ticket workflows. It’s useful for understanding the complete journey of tickets and ensuring efficiency. This report is essential for tracking tickets from start to finish and improving workflow management.
Tabs/Sheets in Ticket Lifecycle Report
Overview: Get a high-level overview of the ticket lifecycle, spotting delays and workflow issues.
By Agents: Monitor the ticket lifecycle at an agent level, helping ensure timely resolutions across the team.
Satisfaction Survey Results
The Satisfaction Survey Results report tracks customer feedback on support interactions, providing insights into service quality and agent performance. It helps you identify areas for improvement and celebrate successes. This report is crucial for measuring and enhancing customer satisfaction.
Tabs/Sheets in Satisfaction Survey Results
Overview: Summarize customer satisfaction scores, helping maintain high service standards.
CSAT vs Activity: Compare satisfaction scores with agent activity to understand impactful behaviors.
CSAT vs Quality: Examine satisfaction scores relative to support quality metrics.
Agent: View satisfaction ratings by agent, highlighting top performers.
Group: Analyze customer satisfaction by group, providing insights into group-specific service quality
