The Performance reports page produces a detailed report on any subjects in your Desk application, including tickets, agents, bots, and teams.
The first Summary tab will show you an overall look of the tickets and conversations within them. The Agent, Team, and Bot tabs will contain data related to their performance. Also, use the filters below the tabs to acquire reports for the date range and a specific agent, team, or bot of your needs. The default data range is 14 days prior to the current date.
Depending on your preference, the data can be visualized in form of table or graph. You will find buttons to switch the mode in the top right corner of the screen. In case you need those figures in a CSV file, click Export in the top right corner and select the date range. Then go to Data exports in the left menu bar. You will see a list of your reports ready for a download.
This page details the overall performance of your Desk application.
| Metrics | Definition |
|---|---|
| Tickets | The number of new and closed tickets for the specified date range. |
| Tickets per hour | The average of new and closed tickets per hour for the specified date range. |
| Messages | The number of messages sent by both agents and customers for the specified date range. |
| Messages per hour | The average number of messages sent by both agents and customers per hour for the specified date range. |
| Average first response time | The total first response time divided by the number of ticket assignments to which agents responded. Multiple assignments of the same ticket are counted for the calculation. |
| Average resolution time | The total ticket resolution time divided by the number of tickets closed for the specified date range. Resolution time indicates time taken from ticket creation to ticket closing. |
| CSAT (Customer Satisfaction Rating) | A pie chart of responses from customer satisfaction rating (CSAT) per score for the specified date range. When hovering over, each pie will show the number of responses and its percentage. |
| Tickets closed by | A pie chart of tickets closed by each Desk role for the specified date range. When hovering over, each pie will show the number of closed tickets and its percentage. |
The following image is an example of a CSV file.
This page details the overall performance of your agents.