Cost Analysis Trend Reports

To access cost analysis reports, click the reports icon. Then expand Trend Reports and then Cost Reports.

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.

NOTE: Certain items may appear differently, based how items are grouped using the Group By dropdown. For example, The Live Chat Cost Breakdown summary report may show 0 Incoming Live Chat Transfers while the trend report shows a number greater than 0. This is generally due to having the Group By set to Group view versus the Agent view. Live chat transfers only happen between Agents, not Groups.

The following cost reports are available. Note: For information on the options available for each report listed, see the Reports Overview.

Overview Trend - Shows an estimated cost of tickets, live chats, and call logs by department, group, agent, or customer over time. This report is useful because it allows managers to see how estimated costs are changing over time.
Ticket Cost Trend - Shows a breakdown of ticket costs by department, group, agent, or customer over time. This report is useful for identifying problem areas of predicting budgets.
Live Chat Cost Trend - Shows a breakdown of live chat by department, group, agent, or customer over time. This report is useful for identifying problem areas of predicting budgets.
Call Cost Trend - Shows a breakdown of calls by department, group, agent, or customer over time. This report is useful for identifying problem areas of predicting budgets.

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

Day - The day of the week within the report's timeframe.
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.
Estimated Live Chat Costs - The total estimated costs for live chats as per the live chat estimates the administrator set in the group's settings and the agents' hourly rates.
Estimated Call Costs - The total estimated costs for call logs as per the agents' hourly rates.
Estimated Total Costs - The total estimated costs of tickets, calls, and live chats per the estimates the administrator set in the group's settings and the agents' hourly rates.
Total New Tickets - The total number of tickets created during the time frame.
Messages Sent - The total number of outgoing messages for that date.
Messages Received - The total number of incoming messages for that date.
Incoming Ticket Transfers - The total number of tickets transferred to a specific department from another department.
Ticket Time Cost - The total number of minutes charged for tickets as per the ticket estimates the administrator set in the group's settings.
Estimated Ticket Costs - The total estimated costs based on Ticket Time Cost and the hourly rate assigned to agents.
Total Live Chats - The total number of live chat sessions that occurred during the time frame.
Live Chat Messages Sent - The total number of outgoing live chat messages.
Live Chat Messages Received - The total number of incoming live chat messages.
Incoming Live Chat Transfers - The total number of live chats transferred to a specific department from another department.
Live Chat Time Cost - The total number of minutes charged for live chat as per the formulas set in group configuration.
Estimated Live Chat Costs - The total estimated costs based on Live Chat Time Cost and the hourly rate assigned to agents.
Incoming Chat Transfers - The total number of live chats transferred to a specific department from another department.
Total Calls - The total number of call logs that occurred during the time frame.
Call Time Cost - The total number of minutes charged for calls as per the formulas set in group configuration.
Estimated Call Costs - The total estimated costs based on Call Time Cost and the hourly rate assigned to agents.