Retrospect the performance of agents by reporting on key metrics such as First Contact Resolution (FCR), Average First Response Time, Average Response Time, Average Time to Closure, etc using HappyFox's Performance Report.

Available on all pricing plans.

Navigation:

Go to Reports >> Performance (From the module switcher).

How to set up the Performance 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 help desk performance statistics. These metrics are calculated based on the categories and time range specified for this report.

FCR: The percentage of resolved tickets where an agent solves a customer’s issue with only one reply.

Average First Response Time: The average time taken by agents to send the first response to a ticket.

Average Response Time: The average time taken by agents to respond to a customer reply.

Average Time to Closure: The average time taken by agents to move a ticket to a completed behavior status.

Performance by Category:

This widget gives a quick overview of the distribution of categories across specific performance metrics in your help desk. Only the ticket's current category is taken into consideration while calculating the metric. You can use the dropdown to toggle between the following performance metrics:

• FCR.
• Avg. Response Time.
• Avg. First Response Time.
• Avg. Responses to Closure.
• Avg. Responses.
• Avg. Time to Closure.

Performance by Agent:

This widget gives a quick overview of the distribution of agents across specific performance metrics in your help desk. You can use the dropdown to toggle between the following performance metrics:

• FCR.
• Avg. Response Time.
• Avg. First Response Time.
• Avg. Responses to Closure.
• Avg. Responses.
• Avg. Time to Closure.

Performance by Category - Expanded:

This widget visualizes the distribution of categories across performance metrics like FCR, Average First Response Time, Average Response Time, Average Time to closure, Average Responses, and Average Responses to closure in a tabular fashion for quick comparison. 

Note: A maximum of 100 categories will be displayed in the widget. If you want to quickly narrow down to a specific contact, you can use the "Search" functionality. You can also use sort to find the lowest/highest values for every performance metric.

Performance by Agent - Expanded:

This widget visualizes the distribution of agents across performance metrics like FCR, Average First Response Time, Average Response Time, Average Time to closure, Average Responses and Average Responses to closure 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. You can also use sort to find the lowest/highest values for every performance metric.

Appendix: Metrics Definitions:

Frequently Asked Questions:

1) Do deleted tickets account for performance report statistics?

A: No. Deleted tickets are not taken into consideration in the performance report. Similarly, deleted categories are also not reported.

2) Are zero values for metrics displayed in the Performance Report?

A: No. All entries with values >0 are reported in the performance report.

3) Are deactivated agents taken into consideration for performance report statistics?

A: Yes. deactivated agents are taken into consideration in the performance report, provided they have some reportable data.