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New reports in Freshdesk: What has changed and why

Written by on February 10, 2016

Over the course of the last month, we rolled out our new and improved reports section to all our customers. This has been nerve wracking and awesome because we’ve been getting some great feedback. While some feedback made us have existential crises (Why didn’t we think of that?!), others made our day.

Like this review from Grofers:

We really loved the new reports section. It gave us a lot of insight into what has happened and will surely serve a long way in increasing our productivity.

So what’s new in the reports? Here is a quick overview:

To date, we’ve written a lot about our new reports section. We’ve written about the exciting new metrics you can measure in the new reports. We’ve written about how it’s different from the old set.

Today, I just want to talk about why we made some of the changes we made.

When we set out to revamp our reports, we didn’t want to just add features and metrics that customers have been asking for. We wanted to figure out if our existing reports section achieved its purpose and if not, how could we fix that in our update.

So, we identified the main qualities that we wanted our reports to have, which were:

  1. Help support managers identify the right problems
  2. Give them the ability to act on issues immediately
  3. Measure meaningful metrics
  4. Make reports a happy place

And we worked on making sure that our new reports lived up to every one of those dreams.

Easily identify the right problem areas

The funny thing about data is the fact that the inferences we derive from it are directly affected by the way the data is represented.

That’s because while numbers show the way things are, it’s visualization that helps you put together the story.

This story can be the right story. Or the wrong one. It all depends on the way you look at it. So, you need to look at it from all possible angles before you act on the inferences you get.

As a support manager who has to set up processes, hire and fire agents based on data, you cannot afford to buy into the wrong story. That’s why, in the new reports, we wanted important metrics to be represented in multiple forms. The way we chose to represent the data shouldn’t affect your decisions.

For example, you might want to pull up a chart that shows you the number of tickets received against the number of tickets resolved over any time period.

With the new reports, you can see which day, week, month, quarter and year comparison did (or did not do) well…

Weekly trend of tickets received and resolved

Ticket volume trends report: Tickets received and resolved trend

You can compare the tickets received to resolved ratio of your Mondays against your Tuesdays. Or even your Mondays 10 AM against your Mondays 5 PM.

Hour of the day trend

Ticket volume trends report: Day of the week, hour of the day trends

Similarly, you can see the resolution time in terms of time buckets and identify how long it takes to resolve the bulk of all your tickets.

resolution time buckets

Performance distribution report: Resolution time buckets

And you can see the resolution time in terms of time trends and find out if there was a gradual increase or decrease over a time period.

Resolution time trend

Performance distribution report: Avg resolution time trend

This way, not only can you identify problems faster but you can identify the right problems too.

Another way in which we have made identifying problem areas easier is by breaking down important metrics based on properties.

So every month, when you pull up values of vital metrics, you don’t have to look at the numbers and wonder what went wrong. Each of these metrics is broken down based on the support channel, priority, status, type, product and any other custom ticket property you have configured. So when you see that you have 14k resolved tickets, you will know that it constitutes of 8k email tickets and 2k medium priority tickets.

Metrics breakdown based on properties

Helpdesk In-depth report

You can also further drill down on the data based on the agent, group, customer, and more using filters. This way, you can slice and dice every report to an inch of its life and get to insights faster.

Ticket filters

Helpdesk In-depth report: Filters

Act on problems immediately

The second thing we wanted our new reports to do is to help managers take actions immediately. We didn’t want the reports to just be something you pull up every month, present to the leadership team and deliberate on the decisions (you can do that too). We wanted them to do much more than that.

The reports should let you act on the problems you spot, immediately.

For example, if you see that there are some unresolved tickets with more than 5 customer interactions in the Helpdesk In-depth report, you can immediately view these tickets by clicking on the corresponding bar and jump in wherever necessary.

Ticket deep dive

Helpdesk In-depth report: Tickets deep dive

You can drill down into tickets from any graph in any report. You can click on these tickets and help bring it to a quick resolution or you can export this set of tickets and email them to an expert so they can take care of it.

Meaningful metrics

With the new reports, we have started tracking more metrics – both metrics that you have asked us for and metrics we thought are meaningful. So now, if you see the agent performance report, you can see the following new metrics:

New metrics in agent performance

Agent performance report

The same new metrics are available in the group performance report too:

New metrics in group performance

Group performance report

We have also weeded out metrics that don’t make sense or/and are inaccurate. For example, in our old Customer Top-N analysis report, we used to sort the customers based on all kinds of metrics. But it didn’t make sense for customers to be ranked by metrics like First call resolution  – well, it makes sense for us but not for you.

So our new Top customer analysis report shows the top and bottom customers based on these 6 meaningful metrics: tickets submitted, tickets resolved, response SLA violations %, resolution SLA violations%, customer responses, and agent responses.

 

Customer report

Top customer analysis report

You can still see the values for all the metrics for a particular customer using filters on any report.

Happy place

Apart from making the reports more understandable and more meaningful, we also wanted to give them a refreshing new look. We have made reports less grayscale and more colorful, less numbers and more visualizations – basically, less gloomy and more cheerful so that pulling up numbers is less of a chore.

Agent customer interaction

Old Vs. New: Agent and customer interactions

 

Customer list

Old Vs. New: Top customer analysis

 

Summary

Old Vs. New: Overview of metrics

The new version of reports you can see is the first phase of the revamp, a minimum viable revamp if you will. We have more exciting additions and changes lined up in the coming months.

Make sure to play around with the new reports section and let us know what you think. And if you have any questions, feel free to email your queries to support@freshdesk.com or comment down below. We love it when people comment.


You can learn more about reports here:

How to read the new reports

What has changed in the new reports

 

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