What is a Helpdesk Call Analysis Report?

Call analytics reports are considered operational analysis tools and are often used by helpdesk managers and COOs to determine phone support quantity and efficiency. Some of the key functionality in this type of report is that it compares incoming calls with abandoned calls, real calls and spam calls. In the rows, the report groups company/helpdesk by region which provides useful benchmarking analysis. The pie charts on the top of the report helps with the quantitative and qualititative call comparisons. You find an example of this type of report below.

Purpose of Helpdesk Call Analysis Reports

Companies use Helpdesk Call Analysis Reports to make it easy for managers to quickly compare call statistics across helpdesk locations and by call type. When used as part of good business practices in a support department, a company can improve its helpdesk staff planning and use of technology to optimize the support operations as well as reduce the chances that helpdesk managers lose sight of the big picture related to call statistics and therefore make slower- or sub-optimal decisions.

Helpdesk Call Analysis Report Example

Here is an example of a detailed Call Statistics report for a technology company with multiple helpdesk teams.

Example of a Helpdesk Call Analysis Report for a Technology Company

Example of a Helpdesk Call Analysis Report for a Technology Company

You can find hundreds of additional examples here

Who Uses This Type of Report?

The typical users of this type of report are: Helpdesk managers, COOs, support team leads.

Other Reports Often Used in Conjunction with Helpdesk Call Analysis Reports

Progressive support department Departments sometimes use several different Helpdesk Call Analysis Reports, along with helpdesk dashboards, support ticket reports and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples