Reporting in Kayako

Kayako helps businesses get better atcustomer service

Used by 35,000 organisations to deliver greatsupport to millions of customers worldwide.

kayako.com

@kayako

Amaninder SinghCustomer Advocate

Sarah ChambersDirector of Support

The UltimateGuide to SupportMetrics

Your guide to all the customer support metrics thatmatter, and how to calculate them.

http://learn.kayako.com/ultimate-guide-to-support-metrics-cheat-sheet

What we’ll cover

Discovering reports in Kayako

Building a report from scratch

Customizing existing reports

Organizing Your Reports

Questions?

Why do we bother with reporting?

How to workwith reports

MonitorTrends

Balance yourmetrics

Find theWhySharing is

Caring

What is KQL ?

What is KQL ?

KQL stands for Kayako Query Language and it’s a reporting wizard.

Let’sStart Up!

Average number of replies on tickets grouped

by department.

Number of tickets that were resolved this

month grouped by owner.

Percentage of tickets that are first contact

resolved grouped by department.

Kayako out-of-the-box reports

NEWREPORT

CUSTOMIZEOLD REPORT

The Structure of a KQL report/query

The Structure of a KQL report/query

“I need printing sheets of size A4”

The Structure of a KQL report/query

SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’

SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’

SELECT *

SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’

SELECT *

SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’ FROM ‘Tickets’

SELECT * FROM ‘Tickets’

SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’ FROM ‘Tickets’ WHERE ‘Tickets.Department’ = ‘General’

SELECT * FROM ‘Tickets’ WHERE ‘Tickets.Department’ = ‘General’

Using the KQL report writer

Using the KQL report writer

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open`

CustomFields

What’s more???

Scoping and Sorting

Using selectors and functions

Resources

Scoping

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open`

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` =

`General`

Scoping

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` =

`General` AND (`Tickets.Owner` = `John` OR `Tickets.Owner` = `Doe`)

Scoping

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` =

`General` AND `Tickets.Owner` IN (`John`,`Doe`)

Scoping

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` =

`General` AND `Tickets.Owner` NOT IN (`John`,`Doe`)

Scoping

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` =

`General` AND `Tickets.Owner` NOT IN (`John`,`Doe`) `Tickets.Subject` LIKE `%this%`

Scoping

SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` =

`General` AND `Tickets.Owner` NOT IN (`John`,`Doe`) `Tickets.Subject` NOT LIKE `%this%`

Scoping

5 7 1

3 2 8

4 9 6

1 2 3

4 5 6

7 8 9

5 7 1

3 2 8

4 9 6

1 2 3

4 5 6

7 8 9

Sorting

SELECT `Tickets.Ticket ID` FROM `Tickets`

Sorting

SELECT `Tickets.Ticket ID` FROM `Tickets` ORDER BY `Tickets.Ticket ID` DESC

GROUP BY

The GROUP BY operator groups results together.

GROUP BY

SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets` GROUP BY `Tickets.Department` ORDER BY

`Tickets.Department’

GROUP BY

SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets` GROUP BY `Tickets.Department`,`Tickets.Priority`

ORDER BY `Tickets.Department’

GROUP BY

SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets` GROUP BY Y(`Tickets.Department`),

X(`Tickets.Priority`) ORDER BY `Tickets.Department’

MULTIGROUP BY

The MULTIGROUP BY operator is used to produce a list of tables within one report.

MULTIGROUP BY

SELECT 'Tickets.Ticket ID', 'Tickets.Subject', 'Tickets.Department' FROM `Tickets` MULTIGROUP

BY `Tickets.Priority`

Best Practices

Kayako’s support team metrics

First Reply Time

Number of Tickets

Number of Chats

CSAT

Average Reply Time

Resources for reporting

The Ultimate Guide to Support Metrics

UGSM KQL Guide

KQL Resource Manual

Kayako Support team!