Who sees reports
Open Reports under Insights in the menu. By default admins, supervisors and Read Only users have Reports. Agents do not, but you can switch it on for them in Settings, Permissions.
Every report is limited to the records the viewer's role may see. A supervisor whose role is set to My team sees their team's figures. Reports use your workspace time zone.
A report only appears when your plan includes the module behind it. For example, the Calls report needs the Voice & contact centre add-on.
Standard reports
Calls: answer and connect rates, ring, talk and wrap-up times, agent time and occupancy. Call queues: callers answered or lost while waiting, service level, speed of answer and who has not been called back. IVR menus: what callers pressed and who hung up before reaching anyone.
Chat & email: first response and reply times, missed conversations and first-contact resolution. Agent availability: logged-in and ready time, check-in, breaks, occupancy and shrinkage. Tickets: created against resolved, backlog, response and resolution times, service targets and reopens.
Tasks, Opportunities (win rate, deal size, sales cycle, pipeline and why deals are lost) and Campaigns & dialer (contact and conversion rates, what is left to call, the best time to call).
Every figure opens the records behind it. Download a report as it is on screen as an Excel file, or download every record behind it as Excel or CSV.
Workspace-wide reports
People whose role has the full reports view (admins, supervisors and Read Only by default) also see Conversations, feedback and more: Volume Over Time, Channel & Priority Breakdown, Agent Performance, CSAT / Survey Scores, SLA Breach Detail, Peak Hours Heatmap and Bottleneck Analytics.
Build your own report
On the Reports page, select New report. Admins and supervisors can build reports by default.
Start from one of the examples, or choose what to report on: tickets, chats and emails, calls, tasks, opportunities, contacts, organisations, collections accounts, payments and promises to pay, or quality reviews. Only the areas your plan and role include are offered.
Choose Summary or List of records. For a summary, choose what to group by (and by day, week or month for dates), the figures to show, any filters, the period and a chart.
Name the report and select Save. A saved report is yours alone until you share it. Download it at any time as Excel or CSV.
Share a report with roles
Open a saved report and select Share. Tick Shared and choose the roles it is listed for, or Every role that has Reports.
Sharing never shows people more data. Everyone sees only the records their own role may see, and people a report is shared with can change its period but not its design.
Shared reports appear for those roles under Custom reports on the Reports page.
Dashboards and landing pages
Home in the menu opens dashboards. Anyone can make their own copy of a dashboard and change it, or create a new one. Add widgets such as a number, a chart, a table, a list of records, a leaderboard or live figures.
If your role can manage dashboards, open a shared dashboard's Who sees it settings to choose the roles (and, optionally, teams) that see it, and whether it is their landing page when they open GoDesk. A team's landing page comes before a role's. Switch a dashboard off to hide it from everyone without deleting it.
Select the TV icon for TV / wallboard mode, for a screen on the wall of your contact centre. Supervisors also have the Floor under Team for a live view of agents, and admins and supervisors have Connection health under Insights.
Things to know
GoDesk CRM does not email reports on a schedule. Download the report and share the file, or share the report with the roles that need it so they can open it in GoDesk at any time.
If something does not work
If a figure looks wrong, open it to see the records behind it and check the period and filters. If someone cannot see a report, check their role's Reports access and record scope. For anything else, email GoDesk support at help@godesk.co.ke with the report name and the period you used.
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