Detailed reports and analysis <- Where?

[Lukio]

As one of the key features of Kayako you've listed "Detailed reports and analysis".

The reports are detailed enough if there are only 1-4 agents or only 2 departments, for everything larger they are nearly useless, especially if decisions must be made based on resolve rates, average response times, department performance etc.

Also i've noted that the reports do not go over 30 days per month, even if you need a quarterly report for example - the amount of the open/on hold/closed tickets rises, but the amount of days always remains 30.

Please give us more convenient ways to view the performance of the customer support staff, more granular performance reports would be helpful. Also do not wait for the magic v4, please.

[craigbrass]

Much better reporting is planned for V4. See Reporting Modules Suggestions for more details.

[Jamie Edwards]

Hi Lukio,

Welcome to the forums. I am sorry that you are unhappy with the current reporting features; you are correct - they are lacking for some situations. We will be overhauling the reporting system in Version 4, which should see an XML based reporting engine (rather than forcing you to use a set of predefined reports) to build your own based on a large array of datasets.

[craigbrass]

Oh wow, thats even better. Make sure to include the ability to export a report type so we can share with other users.

[avirapen]

Originally Posted by Jamie Edwards

Hi Lukio,

Welcome to the forums. I am sorry that you are unhappy with the current reporting features; you are correct - they are lacking for some situations. We will be overhauling the reporting system in Version 4, which should see an XML based reporting engine (rather than forcing you to use a set of predefined reports) to build your own based on a large array of datasets.

When will v4 be available?
What are the improvements made in the latest builds?

[Jamie Edwards]

Hi avirapen,

There will not be an ETA available for Version 4 for quite some time yet. Likewise, there is no finite roadmap for feature additons to the current line; however I can tell you that the reporting engine I mentioned above will not feature in Version 3.