Reports: Contact Groups

Apr 21, 2020

3630

Visualize the Ticket Volume, No. of agent/contact replies, SLA breaches and more metrics aggregated across each contact group for the given period of time using HappyFox's Contact Groups Report.

Available on Enterprise and above pricing plans.

Heads up: Contact Group report is being rolled in batches out to all HappyFox accounts. In case you would like to get access to this report sooner, send an e-mail to support@happyfox.com and we'll prioritize your request.

Navigation:

Go to Reports >> Contact Groups (From the module switcher).

🔐 Permission Alert: The Visibility of this report is governed by managerial permission - "View Contact Groups Reports". Read more about Reports Permissions here.

How to set up the Contact Group report?

Choose the desired Categories for which you want the report statistics to be based upon.
Choose the ticket activity filter for the report:
- Ticket Creation: Filter by the tickets that were created in the selected time period.
- Ticket Update: Filter by the tickets that had any ticketing update in the selected time period.
Select the time period for the report. The report statistics will populate based on the tickets that had ticket creation/update activity during the selected time period.

Summary Pane:

Overview tabs in the summary pane give you a gist on some overall ticket distribution statistics for contact groups.

Most Ticket Submitted: Displays the most number of tickets submitted by members of a contact group through any channel during the time-frame specified.

Most Tickets Unresolved: Displays the most number of tickets in pending status for a contact group during the time-frame specified.

Most Contact Responses: Displays the most number of responses sent by members of a contact group during the time-frame specified.

Most SLA violations: Displays the most number of SLA breaches reported for a contact group during the time-frame specified.

Top Contact Group Metrics:

This widget gives a quick overview of the aggregated distribution of contact groups across useful metrics such as "Ticket Submitted", Tickets Resolved", etc. A maximum of 10 contact group records can be visualized in this widget. You can also visualize these metrics in different visualizations -> table, bar chart, pie chart, donut chart.

Contact Group Metrics - Expanded:

This widget visualizes the aggregated distribution of contact groups across metrics like "Tickets Submitted", "Tickets Resolved", "Tickets Unresolved", Tickets Re-opened", "SLA violations", Contact Responses", "Agent Responses" in a tabular fashion for quick comparison.

Note: A maximum of 200 contacts will be displayed in the widget. If you want to quickly narrow down to a specific contact, you can use the "Search" functionality.

Appendix: Metrics Definitions:

Metric	Definition
Ticket Submitted	The Aggregated Count of tickets submitted by members of a contact group during the selected time period.
Tickets Resolved	The Aggregated Count of tickets resolved for a particular contact group during the selected time period.
Tickets Unresolved	The Aggregated Count of tickets left unresolved for a particular contact group during the selected time period.
Tickets Re-opened	The Aggregated Count of tickets which were reopened by the customer/agent in the selected time period for a particular contact group
Contact Responses	The number of responses sent by the contacts belonging to a contact group on the tickets they raised during the selected time period.
Agent Responses	The number of responses made by the agent on the contact group members' tickets during the selected time period.