Finding the reports
Select Insights in the menu, then Reports. You see up to three groups: Custom reports, Standard reports, and Conversations, feedback and more.
Reports only include what your role may see, and they use your workspace's time zone. A report for a part of GoDesk your workspace does not have will not open.
The standard reports
Calls: answer and connect rates, ring, talk and wrap-up times, agent time and occupancy, by agent, queue, day and hour.
Call queues: callers answered or who hung up waiting, service level, speed of answer, waits, and who has not been called back.
IVR menus: what callers pressed, invalid keys, timeouts, and who hung up before reaching anyone.
Chat & email: first response and reply times, missed conversations, first-contact resolution, transfers, agent concurrency and occupancy, for WhatsApp, webchat, SMS and email.
Agent availability: logged-in and ready time, breaks by reason and over the limit, availability, occupancy, shrinkage, adherence and a daily timesheet. Tickets, Tasks, Opportunities and Campaigns & dialer cover the rest of the work.
Filtering and drilling in
Choose a period at the top: Today, Yesterday, Last 7 days, Last 30 days, This month, Last month, or Custom with your own dates.
Use All teams and Everyone to narrow the report to one team or one person. Some reports add their own filters, such as a queue or channel.
Every figure opens the records behind it. Select a number to see the calls, tickets or conversations it counts.
Charts can be switched to a table with Show as table.
Downloading
Select Download at the top right of a standard report.
This report · Excel gives the numbers and every table on screen, one sheet each.
All records · Excel and All records · CSV give every record in the period with your filters applied, up to 50,000 rows for CSV, to use in other tools.
Conversations, feedback and more
If your role has full reports, this group adds Volume Over Time, Channel & Priority Breakdown, Agent Performance, CSAT / Survey Scores, SLA Breach Detail, Peak Hours Heatmap and Bottleneck Analytics.
These use quick periods (Today, 7d, 30d, 90d) and some have Excel and PDF buttons.
Building and sharing your own report
If your role can build reports, select New report. Name it, then choose what to report on: tickets, chats and emails, calls, tasks, opportunities, contacts, organisations, collections or quality reviews, depending on your workspace. You can also start from a ready-made example and change it.
Choose Summary to count and group (for example by agent, or by day, week or month) or List of records. Add filters, set the period and pick a chart, or No chart.
Select Save. A new report is private until you share it. Select Share, tick Shared and choose the roles, or Every role that has Reports. Sharing never shows anyone more data: each person sees only the records their own role allows.
Download a custom report with CSV or Excel. Saved and shared reports are listed under Custom reports. GoDesk does not email reports on a schedule.
If something does not work
You see 'You do not have access to this report': your role or your workspace does not include that area. Ask your administrator.
Figures differ from what you expected: check the period, the team and person filters, and remember reports only show what your role can see.
A download fails or is cut short: narrow the period or add filters and try again. If it keeps failing, use Report a problem in the help menu or email help@godesk.co.ke.
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