1. Feature Overview
The Service Reports feature provides detailed insights into ticket metrics, helping you assess overall team efficiency, agent productivity, and SLA compliance. Generate reports based on various filters like time range, number of tickets generated, and agent and group performance. Additionally, these reports allow for trend analysis, identifying bottlenecks, and improving service quality by addressing and improving specific areas of concern.
The Reports page can be accessed by Admins, Supervisors, and Group Managers, who can use these metrics to optimize workflows and enhance the customer support experience. If you are a Group Manager, the Reports feature enables you to analyze the ticket-related performance of individual agents within your group. If you are a Supervisor or Admin, you can analyze the performance of all agents in your organization.
2. Prerequisites
Only Service CRM Admins, Supervisors, and Group Managers can access Service Reports.
3. Access
To access the Service Reports page –
- Log in to your Service CRM account (https://marvin-in21.leadsquared.com/service-cloud).
- On the left menu panel, click
.
- You can now view ticket-related data on the Reports screen.
4. Report Types
Access the following reports –
- Ticket Volume Trends – The report displays the data as a bar graph, representing the number of incoming, resolved, and unresolved tickets that match the filters you’ve applied.
The Underlying Data section (at the bottom of the screen) lists all the tickets created within the selected Date Range, broken down by intervals. For example, suppose you’ve selected a 24-hour Date Range and the current time is 6 PM. In that case, it will list the tickets captured at 6 PM the previous day, 7 PM the previous day, and so on up to 5 PM on the current day, along with the number of resolved tickets, unresolved tickets, and the FCR%.
- Agent Performance – This report provides a tabular representation of the tickets assigned to each agent that match the applied filters. It displays various metrics for each agent, such as the number of tickets assigned to them, the number of tickets to which they have added notes, and more.
- Ticket Life Cycle – This report displays the average time that tickets match the applied filters spent in the following ticket stages: Open, In Progress, and On Hold.
- Group Performance – If you are a Group Manager, this report allows you to analyze your group’s ticket performance. If you are a Supervisor or Admin, you can analyze ticket performance across all groups in your organization.
- Shared Ownership – This report analyzes the time spent by tickets in various stages and groups, allowing you to pinpoint bottlenecks in the ticket resolution process. This insight facilitates data-driven decisions to streamline workflows and enhance overall ticket resolution times.
5. Report Filters
Apply the following filters across all the reports mentioned above –
- Date Range – Filters ticket data for different time periods (such as “This Month,” “Last Week,” “24 hours,” etc.). You can also choose a custom time period, as long as the interval between the start date does not exceed 6 months from the current date (for example, if the current date is August 1st, the start date cannot be before February 1st).
- Group – Filters ticket performance based on the groups to which tickets are assigned. Group Managers can only view their group’s performance, while Supervisors and Admins can view the performance of any group in the account.
- Agent – Filters ticket performance for individual agents or a set of agents in your organization. Group Managers can only view agents who are part of their groups.
- Channel – Filters tickets based on the channels through which they were created.
- Priority – Filters tickets based on the priority levels available in your account.
- Type – Filters tickets based on the ticket types.
Note:
- You can add multiple filters to a report.
- You can select multiple options under each filter type.
6. Export Report
On the Reports screen, click the Export as CSV button to export the reports you’re currently viewing.
Any Questions?
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