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

1. Reporting in Kayako

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. Amaninder Singh
Customer Advocate
Sarah Chambers
Director of Support

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. What we’ll cover
Discovering reports in Kayako
Building a report from scratch
Customizing existing reports
Organizing Your Reports
Questions?

6. Why do we bother with reporting?

7. How to work
with reports
Monitor
Trends
Balance your
metrics
Find the
WhySharing is
Caring

8. What is KQL ?

9. What is KQL ?
KQL stands for Kayako Query Language and it’s a
reporting wizard.

10. Let’s
Start Up!

17. 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

18. NEW
REPORT
CUSTOMIZE
OLD REPORT

19. The Structure of a KQL report/query

20. The Structure of a KQL report/query
“I need printing sheets of size A4”

21. The Structure of a KQL report/query
SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

22. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx

23. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx
SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’

24. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx
SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’
SELECT *

25. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx
SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’
SELECT *

26. SELECT xxxxxxx FROM xxxxxxxx WHERE xxxxxxxx
SELECT ‘Tickets.Ticket ID’, ‘Tickets.Subject’ FROM
‘Tickets’
SELECT * FROM ‘Tickets’

27. 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’

28. Using the KQL report writer

29. Using the KQL report writer
SELECT `Tickets.Ticket ID` FROM `Tickets`
WHERE ‘Tickets.Status’ = `Open`

35. Custom
Fields

36. What’s more???
Scoping and Sorting
Using selectors and functions
Resources

38. Scoping
SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE
‘Tickets.Status’ = `Open`

39. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE
‘Tickets.Status’ = `Open` AND `Tickets.Department` =
`General`
Scoping

40. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE
‘Tickets.Status’ = `Open` AND `Tickets.Department` =
`General` AND (`Tickets.Owner` = `John` OR
`Tickets.Owner` = `Doe`)
Scoping

41. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE
‘Tickets.Status’ = `Open` AND `Tickets.Department` =
`General` AND `Tickets.Owner` IN (`John`,`Doe`)
Scoping

42. SELECT `Tickets.Ticket ID` FROM `Tickets` WHERE
‘Tickets.Status’ = `Open` AND `Tickets.Department` =
`General` AND `Tickets.Owner` NOT IN
(`John`,`Doe`)
Scoping

43. 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

44. 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

46. 5 7 1
3 2 8
4 9 6
1 2 3
4 5 6
7 8 9

47. 5 7 1
3 2 8
4 9 6
1 2 3
4 5 6
7 8 9

48. Sorting
SELECT `Tickets.Ticket ID` FROM `Tickets`

50. Sorting
SELECT `Tickets.Ticket ID` FROM `Tickets` ORDER
BY `Tickets.Ticket ID` DESC

52. GROUP BY
The GROUP BY operator groups results together.

53. GROUP BY
SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets`
GROUP BY `Tickets.Department` ORDER BY
`Tickets.Department’

55. GROUP BY
SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets`
GROUP BY `Tickets.Department`,`Tickets.Priority`
ORDER BY `Tickets.Department’

57. GROUP BY
SELECT COUNT(`Tickets.Ticket ID`) FROM `Tickets`
GROUP BY Y(`Tickets.Department`),
X(`Tickets.Priority`) ORDER BY `Tickets.Department’

59. MULTIGROUP BY
The MULTIGROUP BY operator is used to produce a
list of tables within one report.

60. MULTIGROUP BY
SELECT 'Tickets.Ticket ID', 'Tickets.Subject',
'Tickets.Department' FROM `Tickets` MULTIGROUP
BY `Tickets.Priority`

62. Best Practices

63. Kayako’s support team metrics
First Reply Time
Number of Tickets
Number of Chats
CSAT
Average Reply Time

64. Resources for reporting
The Ultimate Guide to Support Metrics
UGSM KQL Guide
KQL Resource Manual
Kayako Support team!