Analytics

Reports

Generate and schedule analytics reports

Reports let you export analytics data, schedule recurring deliveries, and create custom views for stakeholders. Share insights with your team automatically.

Report Types

TypeDescription
SummaryHigh-level metrics overview
DetailedFull ticket-level data
TeamIndividual performance
AIAutomation metrics
CustomerSatisfaction trends
CustomBuild your own

Creating a Report

  1. Go to Analytics > Reports
  2. Click New Report
  3. Choose report type
  4. Configure filters and date range
  5. Select columns/metrics
  6. Preview the output
  7. Save or export

Report Builder

Metrics Selection

Choose which data to include:

  • Ticket volume and trends
  • Resolution times
  • First response times
  • AI resolution rate
  • Customer satisfaction
  • Team productivity

Grouping Options

Organize data by:

  • Day / Week / Month
  • Team member
  • Category
  • Priority
  • Channel
  • Customer

Filters

Narrow the data:

  • Date range
  • Specific team members
  • Categories
  • Tags
  • Status

Export Formats

FormatUse Case
PDFSharing with stakeholders
CSVData analysis in Excel
ExcelFormatted spreadsheets
JSONAPI/integration use

Scheduling Reports

Automate recurring reports:

  1. Create and save your report
  2. Click Schedule
  3. Set frequency (daily, weekly, monthly)
  4. Choose delivery time
  5. Add recipients
  6. Enable and save

Schedule Options

FrequencyDelivered
DailyEvery morning at chosen time
WeeklyChosen day of week
MonthlyFirst of month
QuarterlyFirst of quarter

Recipients

Add team members or external emails:

  • Select from team list
  • Enter external email addresses
  • Set per-recipient format preference

Built-in Reports

Pre-configured reports ready to use:

Executive Summary

Weekly overview for leadership:

  • Total volume and trend
  • Resolution metrics
  • AI performance
  • Customer satisfaction
  • Key highlights

Team Performance

Individual metrics for managers:

  • Tickets handled per agent
  • Resolution times
  • CSAT by agent
  • Workload distribution

AI Insights

Automation effectiveness:

  • Auto-resolution rate
  • Confidence scores
  • Escalation reasons
  • Cost savings estimate

SLA Compliance

Service level tracking:

  • First response SLA %
  • Resolution SLA %
  • Breaches by category
  • At-risk tickets

Custom Reports

Build reports for specific needs:

Adding Columns

  1. Click Add Column
  2. Choose field type
  3. Configure aggregation (sum, avg, count)
  4. Set display format

Calculated Fields

Create formulas:

Resolution Rate = Resolved / Total * 100
Avg Handle Time = Total Time / Tickets
Cost Savings = AI Resolved * Avg Ticket Cost

Visualizations

Add charts to reports:

  • Line charts for trends
  • Bar charts for comparisons
  • Pie charts for distributions
  • Tables for detailed data

Report History

Access past reports:

  1. Go to Reports > History
  2. View all generated reports
  3. Download previous exports
  4. Re-run with same parameters

Sharing Reports

Direct Share

  1. Open a report
  2. Click Share
  3. Enter email addresses
  4. Add optional message
  5. Send immediately

Dashboard Embedding

Add reports to dashboards:

  1. Save your report
  2. Go to Dashboard
  3. Click Add Widget > Report
  4. Select your report

Data Retention

Report data availability:

  • Raw data - 90 days
  • Aggregated - 2 years
  • Exports - Stored 30 days

For longer retention, schedule exports to external storage.

Best Practices

  • Schedule weekly summaries for leadership
  • Export raw data monthly for archival
  • Track trends not just snapshots
  • Compare periods for context
  • Automate rather than manually export