Within Teamwork Desk, you can use reports to get a detailed look at your team's performance.
Note: Reports are available on the Premium subscription plan and above.
Select the Reports tab from the main navigation bar at the top of your site.
The Reports area is broken down into multiple subsections.
- Customer Happiness – a snapshot of the performance of your agents.
- Adjust the filter options in the upper right-hand corner to display specific data views.
- The % is rounded down, so the numbers may not always add up to 100%, but rather more commonly to 99%.
- My performance – based on any selected filters. If there are no filters set, it will show the top performers.
- You are ranked against the other agents, based on the amount of replies you have written to customers.
- The more replies you send, the better you rank.
- The percentage is based on your contribution of replies against the total number of replies written. I.e 100 replies written, you write 20 of them your percentage is 20%.
- Volume and total response time – the average response time on all your tickets from all inboxes.
- This chart shows how many replies were written on a certain day across x number of tickets.
- The number of tickets in the chart may not add up to the total number of unique tickets displayed on the right-hand side, as someone can reply to the same ticket across multiple days.
- Tickets by Channels – shows where your tickets have come from. You can choose to see the volume of tickets coming from that area.
- Tickets by Status – view the status of the tickets, see how many tickets are active, closed, solved, or waiting on customer.
- This is a count of how many statuses were set on each day.
- There can be multiple statuses set on one ticket in one day.
- View overall actions taken on the tickets received from your customers.
- Tickets by Status Activity - This chart shows the total number tickets using each status, by date. This is based on the sort options selected in the upper right.
- Tickets Activity – counts of tickets received and interacted with, as well as the number of associated customers.
- Busiest time of the day – get an indication as to the busiest times of the day (when you receive the most tickets), calculated based on the time tickets arrive to your Teamwork Desk account.
- Popular tags – tags that have been added to tickets, giving an indication as to the most widely used tags.
- By selecting the name of the tag, you will be brought to a view showing all those tickets.
- Tags Timeseries – a chart showing how many times each tag was added to a unique ticket on each day.
- Resolution Time - the average time it took (per day) to resolve a ticket.
- The time taken is considered from when the ticket was first created to when it was marked as solved or closed.
- Note: If you reactivate a ticket and solve it again, the resolution time will increase.
- Average First Response time – The average time it took per day to reply to a new ticket.
- By reply we mean a message to the customer. Notes, for example, are not counted.
- Note: We do not currently have the option to base this on a working day.
- Most expensive tickets – a guide as to the most time and effort that has been spent on tickets.
- It is calculated based on the number of responses and the number of agents involved.
- Cost = (threads * 0.8) + (agents * 1.9)
- Most expensive customers - a guide as to which customers are contacting you the most.
- Recent Response times - response times of the last 25 most recent tickets.
- Customers helped – the number of unique customers that agents sent a message to.
- Your team – a full list of all agents on your Teamwork Desk account. This details over the date range selected the replies, tickets solved, customers helped, handle time, and the happiness rating.
- Time log activity - view the time that has been logged by particular agents.
- Most expensive tickets - measured in amount of time spent on it and the number of agents involved.
- Most expensive customers - measured in time spent dealing with the issue and number of agents.
- Most expensive companies - measured in time spent dealing with tickets associated with the customer and the number of agents involved.
- Help Docs Usage Insights – insight into the usage of your Help Docs.
- Here you can see the unique visits, articles viewed per visit, requests submitted from the help docs, new visitors, mobile users, and average length of time people spent on the page.
- Top Articles – the most viewed articles.
- Top Categories – the top categories people have selected when view the help docs.
- Failed Searches – searches that users have attempted and not returned an answer.
- This gives a great insight to improvements that need to be made.
- Top Searches – the areas that have been searched the most within your Help Docs site.
Note: Unique visitors are the total number of users who have visited the site. New visitors are the total number of new users (first access) who have visited the site.
- Customer Happiness – a graphical representation of how happy your customers are.
- Displays the total percentage happiness based on ratings received.
- Recent ratings – displays a list of all the ratings received and a link back to the ticket itself.
- A great way for an agent or an admin to view the ticket and whether or not the ticket was justified.
- Toggle here to view all, great, OK, or bad.
- Remove a rating
- An administrator can remove a rating by selecting the ticket and the drop down to the upper right of the happiness rating.
- Select the option to delete, you will then be prompted to enter a note detailing why you are deleting the particular rating.
The overall happiness is calculated as:
- (sum of the score) / (number of ratings)
- Sum of the score = (# of great ratings x 100) + (# of ok ratings x 50) + (# of bad ratings x 0)
- Number of ratings = number of ratings received
Reporting on archived agents
When viewing ticket and agent related sections of the Reports area, archived agents will be excluded by default.
You can use the filters pane to include archived agents in the source information populating the reports.
For more information, see: Reports