Tracking Performance with Reports

Using the Reports Feature

Reports in SupportBee offer a great way to track the performance and metrics of your support system. With reports, you can track the metrics for your entire team, a specific agentteams, or even a label. Using the reports is simple.

Note that only admin level users can access reports. The report function is not available to agents or collaborators.

Access Reports

While logged in as an admin from your ticketing page,

  • Click on ‘Reports’ in the upper left hand corner

  • Select the report you wish to view from the list on the left

  • Select the timeframe to filter from the dropdown menu to the right just above the report window

Note that only admin level users can access reports. The report function is not available to agents or collaborators.

Reports Menu

Each of the report sections contain both general and detailed reports for the entire organization, particular agents, the teams you have set up, and the labels assigned to your tickets. See below for a detailed explanation of each report available.

Overview

This section contains the totals for your entire support organization. This section is designed to give a top-down view of your organization’s performance and overall ticket volume and activity.

Agent

This section shows the ticket totals and activity broken down by the specific assigned agent name. Note that the information reported in this section is dependent on your use of the ‘Assign to Agent’ feature, for example, if you have a total of 300 tickets in a month, but only assign 50 of them, then these reports will only contain the information for these 50 tickets.

Teams

This section shows the ticket totals and activity broken down by the specific assigned team. Note that the information reported in this section is dependent on your use of the ‘Assign to Team’ feature. For example, if you have a total of 300 tickets in a month, but only assign 50 of them, then these reports will only contain the information for these 50 tickets.

Labels

This section shows the ticket totals and activity broken down by the label assigned. Using the dropdown menu at the top of the page, select the label you wish to review. The reports will show the activity on tickets that have been assigned this label. This allows for an organization to review both their activity on labeled tickets, and their use of labeled tickets vs. unlabeled tickets.

Report Sections

The first section of the reports page contains an overview of the reports showing the totals. This allows for a quick reference of the information available.

The remaining sections contain fuller reports of the information, giving a breakdown of information by day to allow for easy reference to the specific daily details and breakdown of activity by date.

Tickets

All new tickets created within the selected timeframe. This is an easy way to track your system volume and customer usage.

Replies

All replies sent out during the selected timeframe. This a good way of tracking agent activity on tickets, and the overall activity of your support process. Note that this will include all replies, not just the first one. For example, if a tickets had a total of 8 messages from agents, all of them would be included in this metric.

Archived Tickets

All tickets archived within the selected timeframe. Note that this will include any old tickets that were archived within the timeframe selected. For example, if you received and archived 100 tickets within the last 30 days, but also archived 50 tickets from the last 2 months, then your total archived would be 150, even if the ticket report only showed 100 tickets total.

Avg. First Response Time

This report shows the time that it takes, on average, for a response to be sent to tickets. Note that this tracks the time for the first response, not all subsequent responses.

Avg. Time to Archive

This report shows the time it takes, on average, for a ticket to be archived. This allows you to track the time it takes before a ticket is considered resolved or completed (depending on how your team chooses to use the archiving option).

Building comparison charts for agents, teams, and labels

You can pull up stats for multiple agents, teams, and labels to understand the performance of one individual, team, or category against the rest for each of the parameters (number of tickets, number of replies, average response time, and average time to archive).

These charts come with additional options like enabling the display of data on hover, downloading the charts as PNGs, and the ability to zoom in and out.