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  Article updated: May 12, 2022

Create custom metrics reports for Hootdesk

Audience: Hootdesk admins

In Hootdesk Analytics, you can quickly create a wide range of highly customized reports that drill down into every aspect of your organization’s Hootdesk operations. Choose from top-level reports, real-time and historical reports, and customer experience reports.

  1. In Hootdesk, under Analytics, select Reports.
  2. Select Volume, SLA, Agent / team, Customer satisfaction, or Account usage, select any available sub-report, and then choose filters to fine-tune your results.

    A view of Hootdesk reports, showing the Volume report with the Conversations sub-report selected.

Monitor the bigger picture

The Account usage and Volume reports provide top-level views of performance over time. They can also help you understand how messaging relates to activities that take place in other departments.

Review performance

The Agent / team reports can help you manage your agent workforce efficiently. These historical reports can be especially useful for managers and internal stakeholders.

Manage the customer experience

The SLA and customer satisfaction reports can help you measure how customers feel about your service. SLA reports display service-level agreement events for resolved conversations during a selected time period. Customer satisfaction is measured in terms of ​​metrics like contacts’ responses to surveys, average conversation response and resolution time, and even emoji sentiment.

 

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