Creating a report

There are 5 in-Slack reports that can be run to help you understand your employees and customers. Each report can be filtered with a specific time frame, agent, customer, and/or queue. Open the reports dialog by clicking the ellipsis in the top right of the Home tab and select Reports.

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Start Date/End Date - Select the Start and End dates of which data to include in the report. By default, the start date will be 30 days before today, and the end date will be today.

Agent - To restrict the report to only data concerning a specific agent, select the agent. If no agent is selected, all agents are included.

Customer - To restrict the report to only data concerning a specific customer, select the customer name. If no customer is selected, all customers are included.

Queue - You can choose to run a report on a configured Queue if any are configured. Select a Queue to report on.

Report - Select a report to run. Report choices include:

Summary Report

This is an example of the Summary Report. This includes:

Statistics

Customer Leaderboard

This lists the top 3 most active customers based on how many requests they asked for or how many tickets they created. For the full list of active agents, view the Customers report.

Agent Leaderboard

This lists the top 3 most active agents based on the number of tickets they handled. For the full list of active agents, view the Agents report.

Top tags

This lists the top 3 most used tags based on the amount of tickets each tag was used. For more detailed tags, see the Top Tags report