Reports

The Reports area gives you the operational and quality picture of a help desk.

What's covered

• Agents — individual performance.
• Groups — team/queue performance.
• SLA — compliance, viewable by policy, by agent, and by group.
• CSAT — satisfaction results.
• Operations — an overall dashboard.

How to use them

Use the operations view for a quick daily health check, SLA reports to catch policies you're struggling to meet, and agent/group reports to balance workload and spot coaching opportunities. Reports are only as good as your data, so consistent statuses, categories, and CSAT responses make them far more valuable.