Dig a little deeper into the workings of your helpdesk with the Freshdesk Summary Reports. Get a bird’s eye view of the tickets handled by every agent or group over the last month, with the Agent Ticket Summary and Group Ticket Summary report. You can also measure time spent on tickets by looking at time entries in the Time Sheet report, and find out how happy your customers are from the Customer Satisfaction report.
Agent ticket summary
The Agent ticket summary gives you a list of all your agents, and each of their individual statistics (like First Contact Resolution, Tickets Resolved, etc.) in a neat table. This is useful if you want to view metrics for a particular agent.
Group ticket summary
The Group ticket summary gives you a list of all your groups, and each of their individual statistics (like First Contact Resolution, Tickets Resolved, etc.) in a neat table. This is useful if you want to view metrics for a particular group.
Time Sheet Report
Keep an eye on your agents’ efficiency and measure how much time you spend supporting customers with Freshdesk’s Time Sheet report. The Time Sheet Report aggregates the tickets, the names of the agents, the hours spent by the agents all together on tickets and displays it for easy understanding.
Customer Satisfaction Report
This helps you break down the number of Good, Neutral and Bad ratings that you’ve got over a certain period of time and categorized by your agents, or customers, or helpdesk. This allows you to gather information on which of your agents is the best at winning customers’ hearts.
Review every call that goes in and out of your helpdesk with the Freshfone report. You can also find out which support hotline gets the most number of calls, which agent is the fastest and the best at resolving issues and so on from a single dashboard.
The LiveChat report allows you to get insights on which product receives the most number of conversations, the time slots which are most popular with your customers, and which agent is the best at handling live-chat conversations.
Quick guide to the Summary Reports
Login to your helpdesk as an administrator/supervisor - someone who has access to the “Reports” tab.
Click on the “Reports” tab.
If you have Freshfone and Freshchat set up, you’ll be able to view the Freshchat Summary and the Freshfone Summary report here else you’ll have access to just four reports - the Agent Ticket Summary, the Group Ticket Summary, Time Sheet Report and the Customer Satisfaction Report.
The reports get automatically generated when you click on them. You can choose to drill down deeper, by clicking on the “Edit” button in the Time Sheet, Freshchat Summary and Freshfone Summary report and choosing different filters or by choosing a different time period, available to the right, in the Agent Ticket Summary, Group Ticket Summary and Customer Satisfaction Report.