Help Desk is a platform developed by Lark for enterprises to integrate internal intelligent service accounts. By combining AI bots and human agents, Help Desk provides smart customer support solution for instant and effective communication. Employees can help themselves through Help Desk.

This article illustrates how to use Report in Help Desk admin. If you would like to use this function, please contact our Customer Support.

I. Intro

With Help Desk report, the administrator can have a comprehensive and detailed understanding of the Help Desk ticket trend, agent performance, FAQ quality and satisfaction. Therefore, the administrator can make data-driven decisions to manage agents more efficiently and improve the overall FAQ quality.II. Instructions

II. Steps

View ticket trend

Click Report on the left side navigation bar on Help Desk. Click Ticket Trend at the top of the page, and select the time period to view the number of created tickets, ticket resolution rate, bot resolution rate, and the relevant data such as daily trend, weekly trend, label distribution and user city distribution.

Note: When you first view the report, the data of the last 30 days will be displayed by default.

Key metrics definition:

Created Tickets: Total number of tickets created during the selected date range.
Ticket Resolution Rate: Number of tickets created and closed / number of tickets created (during the selected date range).
Bot Resolution Rate: Number of bot tickets created and closed / number of tickets created (during the selected date range).
Peak Day of the Week: Day of the week with the highest average number of tickets created, during the selected date range.
Peak Hour of the Day: Hour of the day with the highest average number of tickets created, during the selected date range.
Daily trend of number of tickets created and bot resolution rate: Daily bot resolution rate only calculates the percentage of bot tickets created and closed over tickets created on a particular date. A bot ticket created on a day but closed the next day is not counted towards the bot resolution rate on both days.
Tickets created by selected attribute: Pie chart shows the overall distribution at the end of the selected period. Stacked bar chart shows the daily distribution during the selected date range.

View agent performance

Click Agent Performance at the top of the page and select the time period to view the number of agent tickets and resolution rate. Click the Download Detail button in the upper right-hand corner to download agent performance data as a local excel file.

Key metrics definition:

Avg First Response Time: Average time spent between the first agent is connected and the first reply to the ticket is sent.
Avg Response Time: Average time spent between a user asks a question and an agent replies.
Avg Resolution Time: Average time spent between the first agent is connected and the ticket is closed.
Tickets assigned: Number of tickets assigned to the agent during the selected date range.
Tickets replied: Number of tickets assigned to and replied by the agent during the selected date range.
Tickets closed: Number of tickets assigned to and closed by the agent during the selected date range
Avg first response: First response time / Number of ticket first responded by the agent.
Avg response: Response time / Number of responses sent by the agent.
Avg resolution: Resolution time / Number of ticket closed by the agent.

View FAQ quality

Click FAQ Quality at the top of the page and select the time period to view the number of user queries, FAQ hit rate, FAQ card clickthrough rate, as well as relevant data such as daily trends, weekly trends and popular keywords.

Key metrics definition:

User Queries: Number of questions asked by users before agent service, excluding clicking of categories and FAQs.
FAQ Hit Rate: Number of user queries that hit at least one FAQ / Number of user queries.
FAQ Cards Clickthrough Rate: Number of FAQ cards with at least a click on any FAQ / Number of FAQ cards shown.
Total FAQs: Total number of FAQs in the database at the end of the selected date range.
New FAQs: Number of new FAQs added during the selected date range.

View satisfaction survey

Click Satisfaction Survey at the top of the page to view the number of sent and responded surveys and how the users rate the service. You can also learn why users are dissatisfied and download it as a local excel file.

Key metrics definition:

% Good: Number of tickets rated "good" / Number of surveys responded.

% Fair: Number of tickets rated "fair" / Number of surveys responded.

% Poor: Number of tickets rated "poor" / Number of surveys responded.