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Mastering Kayako Reporting Webinar - March 24 2016

In this webinar, Director of Support Sarah Chambers and reporting expert Amaninder Singh walked through how to gain visibility on the metrics that matter most, how to create your own reports using KQL, and where to find more information and support.

Watch the recorded webinar here: http://hubs.ly/H02wCf00

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Mastering Kayako Reporting Webinar - March 24 2016

  1. 1. Reporting in Kayako
  2. 2. Kayako helps businesses get better at customer service Used by 35,000 organisations to deliver great support to millions of customers worldwide. kayako.com @kayako
  3. 3. Amaninder Singh Customer Advocate Sarah Chambers Director of Support
  4. 4. The Ultimate Guide to Support Metrics Your guide to all the customer support metrics that matter, and how to calculate them. http://learn.kayako.com/ultimate-guide-to-support-metrics-cheat-sheet
  5. 5. What we’ll cover Discovering reports in Kayako Building a report from scratch Customizing existing reports Organizing Your Reports Questions?
  6. 6. Why do we bother with reporting?
  7. 7. How to work with reports Monitor Trends Balance your metrics Find the WhySharing is Caring
  8. 8. What is KQL ?
  9. 9. What is KQL ? KQL stands for Kayako Query Language and it’s a reporting wizard.
  10. 10. Let’s Start Up!
  11. 11. 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
  12. 12. NEW REPORT CUSTOMIZE OLD REPORT
  13. 13. The Structure of a KQL report/query
  14. 14. The Structure of a KQL report/query “I need printing sheets of size A4”
  15. 15. The Structure of a KQL report/query SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx
  16. 16. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx
  17. 17. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’
  18. 18. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’ SELECT *
  19. 19. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’ SELECT *
  20. 20. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’ FROM ‘Tickets’ SELECT * FROM ‘Tickets’
  21. 21. 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’
  22. 22. Using the KQL report writer
  23. 23. Using the KQL report writer SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open`
  24. 24. Custom Fields
  25. 25. What’s more??? Scoping and Sorting Using selectors and functions Resources
  26. 26. Scoping SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open`
  27. 27. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` = `General` Scoping
  28. 28. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` = `General` AND (`Tickets.Owner` = `John` OR `Tickets.Owner` = `Doe`) Scoping
  29. 29. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` = `General` AND `Tickets.Owner` IN (`John`,`Doe`) Scoping
  30. 30. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE ‘Tickets.Status’ = `Open` AND `Tickets.Department` = `General` AND `Tickets.Owner` NOT IN (`John`,`Doe`) Scoping
  31. 31. 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
  32. 32. 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
  33. 33. 5 7 1 3 2 8 4 9 6 1 2 3 4 5 6 7 8 9
  34. 34. 5 7 1 3 2 8 4 9 6 1 2 3 4 5 6 7 8 9
  35. 35. Sorting SELECT `Tickets.Ticket ID` FROM `Tickets`
  36. 36. Sorting SELECT `Tickets.Ticket ID` FROM `Tickets` ORDER BY `Tickets.Ticket ID` DESC
  37. 37. GROUP BY The GROUP BY operator groups results together.
  38. 38. GROUP BY SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets` GROUP BY `Tickets.Department` ORDER BY `Tickets.Department’
  39. 39. GROUP BY SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets` GROUP BY `Tickets.Department`,`Tickets.Priority` ORDER BY `Tickets.Department’
  40. 40. GROUP BY SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets` GROUP BY Y(`Tickets.Department`), X(`Tickets.Priority`) ORDER BY `Tickets.Department’
  41. 41. MULTIGROUP BY The MULTIGROUP BY operator is used to produce a list of tables within one report.
  42. 42. MULTIGROUP BY SELECT 'Tickets.Ticket ID', 'Tickets.Subject', 'Tickets.Department' FROM `Tickets` MULTIGROUP BY `Tickets.Priority`
  43. 43. Best Practices
  44. 44. Kayako’s support team metrics First Reply Time Number of Tickets Number of Chats CSAT Average Reply Time
  45. 45. Resources for reporting The Ultimate Guide to Support Metrics UGSM KQL Guide KQL Resource Manual Kayako Support team!

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