Reports: Contacts

Mar 10, 2020

5819

Visualize the Ticket Volume, No. of replies, SLA breaches and more against each contact for the given period of time using HappyFox's Contacts Report.

Available on all pricing plans.

Heads up: Contacts 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 >> Contacts (From the module switcher).

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

How to set up the Contact 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 contacts:

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

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

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

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

Top Contact Metrics:

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

Contact Metrics - Expanded:

This widget visualizes the distribution of contacts 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	Count of tickets submitted by contact during the selected time period.
Tickets Resolved	Count of tickets resolved for a particular contact during the selected time period.
Tickets Unresolved	Count of tickets left unresolved for a particular contact during the selected time period.
Tickets Re-opened	Count of tickets which were reopened by the customer/agent in the selected time period.
Contact Responses	The number of responses sent by the customer on the tickets they raised during the selected time period.
Agent Responses	The number of responses made by the agent on the customer's tickets during the selected time period.