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Getting StartedHome → Users Manual → Reports → Canned Reports
11.2. Canned Reports
HelpSpot includes built-in reports that allow Users to monitor various aspects of activity on the help desk. Reports are broken out in to 3 groups: Requests Over Time, Analysis, Portal, and Time Tracker.
Report Characteristics
While reports differ in the data pulled, all reports have the following characteristics in common:
- For quick use, every report has a graphical representation of the results set.
- Hovering over any data point on a graph will provide the specifics (ie: date, time, or count).
- All reports provide the data set in list format that can be quickly accessed through the Data tab. It is from here you can drill down to see individual requests, as desired.
- When applicable, the median and average values are provided.
- Unless otherwise stated, the default time period is two weeks.
- Any modified report can be saved for future use.
- Reports can be exported in .csv format for manipulation outside of HelpSpot.
Modification Available for All Reports
All reports allow for the following parameters to be set:
- Time/date ranges
- Filtering. Any report can have filtering parameters added to refine the results returned. Filtering conditions are discussed within each report where relevant.
Requests Over Time
Perhaps the best overall look at the activity of the help desk, this report is broken out within the Reports navigation.
Requests over Time shows a count of requests (those opened) each day over the course of a 2 week period.
Modifications available for this report:
- group results by: time period, aggregate time period (ie: day of week/month of year), request detail item, or custom field.
Comparison Matrix
The comparison matrix report provides two axis of data compared in a heat mapped matrix. The matrix report will allow you to quick spot trends and analyze segmented help desk data ways that were not previously possible.
Modifications available for this report:
- Both axis can be selected from a list of available fields.
Productivity Overview
The productivity report allows the user to view first response and closing speeds in time layers.
Modifications available for this report:
- group results by date
- calculate based on business hours or 24 hour period
- group results by date
- calculate based on business hours or 24 hour period
First Response Speed
Shows the number of hours taken for Staff to update requests with the first public note.
Modifications available for this report:
- group results by date
- calculate based on business hours or 24 hour period
- show speed rates by hours or minutes
First Assign Speed
Time it took to be assigned to Staff from first entering the system. This report is most applicable for those NOT using automation or mail rules for auto-assignment.
Modifications available for this report:
- group results by date
- calculate based on business hours or 24 hour period
- show speed rates by hours or minutes
Replies by Count
Number of public updates done by Staff. Commonly used to see how many Staff updates were necessary to close a request. When using for this purpose, be sure the Open/Closed filter is set to Closed (defaults to all).
Modifications available for this report:
- group by count (prevents excessive spread in x-axis)
Interactions over Time
Count of notes, broken out by type, based on note creation date.
Modifications available for this report:
- group results by date
- group results by author (HelpSpot User & Customer)
Resolution Speed
Time taken (in hours) for a request to be closed.
Modifications available for this report:
- group results by date/month/year
- calculate based on business hours or 24 hour period
- based on date open or closed
Searches/Few Results
List of search terms used by Customers, which yielded the fewest results. Note, this report does not have an accompanying graph.
Aggregate Searches
List of search terms using in Customer portal. Those used most frequently are listed first.
Response Usage
Count of most used responses. List includes response title (link to response), response creator, and usage count. Users can use filtering to find the most used responses with a specific category or status type.
Modifications available for this report:
- specify Staffer or all Users
Customer Activity
Count of those Customers with the most requests in the system (defaults to include both open & closed).
Modifications available for this report:
- select unique identifier (email, name, or customer ID)
- limit results returned
Time Tracker: Time Events
A list of all time events logged by Staff. The request ID listed in each event can be click to view the Request.
Modifications available for this report:
- group results by date/month/year
- group by individual Staff