The Zendesk's reporting overview

Zendesk's Reporting Overview provides us with detailed performance reports related to our ticket volume, our agents and our Knowledge Base (Help Center).

In order to navigate to the Reporting Overview, simply click on the Reporting icon located in Zendesk's sidebar:

The Reporting View is subdivided into eight tabs:

• Overview

• Leaderboard

• Knowledge Base

• Community

• Search

• Net Promoter Score ^SM

• Satisfaction

• Insights

Let us have a look at each one of the available tabs.

Overview

The overview offers a quick look at some of the most important key metrics. We can pick the desired time frame by choosing the Reporting period first:

On one page, Zendesk presents us the following statistics:

• Tickets Stats

  • New Tickets (total)

  • Solved Tickets (total)

  • Backlog (current)

  • Agent Touches (total)

  • Satisfaction Rating (average)

  • First Reply Time (average)

• Tickets by Channels

  • Web Service

  • Web Form

  • Mail

  • And more, depending on your open channels

• Benchmark

  • Satisfaction...