The Reports page in BeDesk is your central hub for analytics and insights into your customer support operations. By leveraging the data presented in these reports, you can make informed decisions to improve your team's performance, enhance your help center content, and ultimately provide better support to your customers.
This article provides an overview of each available report in BeDesk.
The Teammate Performance report gives you a detailed breakdown of your support team's activity and effectiveness. You can monitor key metrics for individual agents and the team as a whole.
Key Metrics:
New Conversations: The total number of new conversations started within the selected date range.
Total team replies: The total number of replies sent by your team.
Average response time: The average time it takes for an agent to respond to a customer.
Satisfaction: Customer satisfaction ratings.
Detailed Teammate Report: A breakdown for each agent, showing the number of conversations they've handled, the percentage of all conversations, conversations closed, average resolution time, and average response time.
The Tickets report provides a comprehensive overview of your email and form-based support tickets.
Key Metrics:
New Conversations: The total number of new tickets.
Total agent replies: The total number of replies sent by agents in tickets.
Average response time: The average time it takes for an agent to respond to a ticket.
Closed on first reply: The percentage of tickets resolved with a single agent reply.
New conversations (graph): A graph showing the volume of new tickets over time.
Hours until first agent reply (graph): A bar chart showing the distribution of first reply times for tickets.
Busiest time of day: A heatmap showing the busiest times for ticket-based support.
Conversations by tag: A bar chart showing the most common tags applied to tickets.
The Articles report helps you understand the performance of your help center articles. You can see which articles are most popular and which ones might need improvement.
Key Metrics:
Views: The number of times an article has been viewed.
Score: A helpfulness score based on user feedback.
Likes: The number of "likes" an article has received.
Dislikes: The number of "dislikes" an article has received.
Category: The category the article belongs to.
The AI Agent report provides insights into the performance and involvement of the AI agent in your support workflow.
Key Metrics:
Total Conversations: The total number of conversations.
AI agent involved: The number of conversations where the AI agent was involved.
Resolved by AI agent: The number of conversations that were fully resolved by the AI agent.
Escalated to team: The number of conversations that were escalated from the AI agent to a human agent.
Resolved by AI agent (graph): A line graph showing the number of conversations resolved by the AI agent over time.
AI agent involvement (graph): A chart showing the proportion of conversations where the AI agent was involved.
The Campaigns report allows you to track the performance of your marketing and outreach campaigns.
Key Metrics:
Impression count: The number of times your campaign has been seen.
Campaign breakdown: A detailed breakdown of each campaign, showing the number of times it was displayed, the number of interactions, and the conversion rate.
Top Locations: The geographical locations where your campaigns are getting the most engagement.
Top devices: The devices used by people interacting with your campaigns.
The Chats report provides detailed analytics for your live chat support channel.
Key Metrics:
New Conversations: The total number of new chat conversations.
Total agent replies: The total number of replies sent by agents in chats.
Average response time: The average time it takes for an agent to respond in a chat.
Closed on first reply: The percentage of chats resolved with a single agent reply.
New conversations (graph): A graph showing the volume of new chat conversations over time.
Minutes until first agent reply (graph): A bar chart showing the distribution of first reply times.
Busiest time of day: A heatmap showing the busiest times for chat support.
Conversations by tag: A bar chart showing the most common tags applied to chat conversations.
The Help Center Search report shows you what your customers are searching for in your help center. This information is invaluable for identifying gaps in your knowledge base.
Key Metrics:
Term: The search query entered by the user.
Count: The number of times a term has been searched.
Click-through: The percentage of searches that resulted in a click on a help center article.
Resulted in socket: The number of searches that resulted in a support ticket being created.
Last seen: The last time the term was searched.
Category: The category of the search.
The Tags report helps you understand how conversations are being categorized. This can help you identify common issues and trends.
Key Metrics:
Tagged conversations: A graph showing the number of tagged conversations over time.
Detailed report: A list of all tags with the number of conversations for each tag and the percentage of all conversations.
Integrate your Google Analytics account with BeDesk to see key website traffic data directly within your helpdesk dashboard. This report helps you understand how your users are finding and interacting with your help center.
Key Metrics:
Pageviews: The total number of pages viewed.
Top devices: The devices (desktop, tablet, mobile) your visitors are using.
Top Locations: The geographical locations of your visitors.
Top browsers: The web browsers your visitors are using.