Cost Analysis Reports

To access cost analysis reports, click the reports icon. Then expand the Summary Reports and Cost Reports folders.

Cost reporting is a way to estimate the amount of money that tickets and chats are costing you on a group, department, or user level. They can also be used to track costs by custom field or by end user to identify problem areas. Costs are estimated using a "per hour" amount assigned to each agent. Various activities are given an estimated "minute cost" that is used to estimate the total amount.

The following cost reports are available:

• Overview - Shows an estimated cost of tickets and live chats by department, group, agent, or customer during a set time period. This report is useful because it allows managers to identify the most expensive areas of a company at a glance.
• Ticket Cost Breakdown - Shows a breakdown of ticket costs by department, group, agent, or customer during a set time period. This report is useful because it helps identify problem areas or predict budgets.
• Live Chat Cost Breakdown - Shows a breakdown of live chat by department, group, agent, or customer during a set time period. This report is useful because it helps identify problem areas or predict budgets.
• Call Cost Breakdown - Shows a breakdown of call logs by department, group, agent, or customer during a set time period. This report is useful because it helps identify problem areas or predict budgets.

Depending on the report selected, the following report items are available:

• Agent - The specific agent.
• Call Time Cost - The total number of minutes charged for calls as per the estimates the administrator set in the group's settings.
• Department - The specific department.
• Estimated Call Costs - The total estimated costs for call logs as per the agents' hourly rates.
• Estimated Chat Costs - The total estimated costs for vs as per the live chat estimates the administrator set in the group's settings and the agents' hourly rates.
• Estimated Ticket Costs - The total estimated costs for tickets as per the ticket estimates the administrator set in the group's settings and the agents' hourly rates.
• Group - The specific group.
• Incoming Chat Transfers - The total number of live chats transferred to a specific department from another department. NOTE: This report may show 0 when using the Group By: Group setting, even though the Trend report shows chat transfers. This is because you can only transfer chats between Agents, NOT Groups. Changing the Group By to Employees will display the proper number of chat transfers.
• Incoming Ticket Transfers - The total number of tickets transferred to a specific department from another department.
• Live Chat Time Cost - The total number of minutes charged for live chats as per the estimates the administrator set in the group's settings.
• Messages Received - The total number of live chat or ticket messages received from customers.
• Messages Sent - The total number of live chat or ticket messages sent by agents.
• Ticket Time Cost - The total number of minutes charged for tickets as per the estimates the administrator set in the group's settings.
• Tickets Assigned From Queue - The total number of tickets that were assigned to an agent after spending time in the queue.
• Total Calls - The total number of call logs that occurred during the time frame.
• Total Chats - The total number of live chat sessions that occurred during the time frame.
• Total Estimated Cost - The total cost of all support types: tickets, calls, and chats.
• Total New Tickets - The total number of tickets created during the time frame.
• Total Time - The total number of minutes that agents were on calls during the time frame.