Reports & Analytics

Kamili Help Desk provides comprehensive reporting to help you understand support performance and make data-driven decisions.

Your main dashboard shows key metrics at a glance:

Ticket volume: New tickets over time

Response time: Average time to first reply

Resolution time: Average time to resolve

CSAT score: Customer satisfaction rating

Agent utilization: How busy your team is

| Report | Available On | Description |

|--------|-------------|-------------|

| Ticket Overview | All plans | Volume, status, and trends |

| Agent Performance | Starter+ | Per-agent metrics and rankings |

| Channel Performance | Starter+ | Comparison across channels |

| SLA Compliance | Starter+ | Breach rates and trends |

| Customer Satisfaction | Professional+ | CSAT and NPS scores |

| Custom Reports | Professional+ | Build your own with filters |

Go to Analytics > Custom Reports

Click "New Report"

Choose metrics (response time, resolution time, volume, CSAT, etc.)

Add filters (date range, agent, channel, tag, etc.)

Select visualization (line chart, bar chart, table, etc.)

Save and optionally schedule email delivery

Click the download icon on any report to export as CSV or PDF.

Supervisors can access a live view under Analytics > Real-Time showing:

Active conversations

Agent availability

Queue depth

Current wait times

How to View and Create Reports