Reports with Cliedesk Pro

Every edition has the Overview, Backlog, Automation, Knowledge, Widget and CSAT dashboards with filters, splits by channel, status, priority, type, product, language, organization, country and segment, and the Home key numbers (see the Free guides Reports and Dashboards). Cliedesk Pro adds the reports a growing team needs. Where these options are, Free shows a PRO badge.

Saved views

To keep a set of filters:

1. Set the filters.
2. Enter a name in Save these filters as and click Save view.
3. In Who sees it, choose Only me or Everyone, or share with a role. Sharing needs Manage dashboards (Supervisors and above). A view shared with a role or team is refused to everyone else.

Only the owner can change or delete a view. Mark one view Open first to load it when Reports opens.

Share a link

The page address keeps the period, options, filters and tab. Click Copy link to share it with your team. The person must be logged in and have report access. The filters in the link win over their Open first view.

Compare with the period before

Turn on Compare with the period before. Each key number shows Before: with the value of the period of the same length just before. Every split shows New before and the Change in %.

Targets

People with Manage dashboards can set Targets for a number, such as first response below 60 minutes. Key numbers then show Meets target or Misses target. The First response time per day (median) chart draws the target as a line, with each day green or red.

More splits

Split by also offers Agent (replies count for the agent who wrote them), Team, Queue, Tag, Tag on a message, Topic, Intent and any other choice field. A conversation with several tags counts once for each tag. Split by Topic or Intent to see the values set automatically (by a rule, the API or AI) and the share Corrected by people.

Busiest times

The Overview shows Busiest times (new conversations): a grid of weekdays and hours in the report time zone. Use it for staffing and business hours.

Team

The Team tab shows Agents and teams: new, resolved, first response, resolution, replies, CSAT and one-touch per agent, team or queue. Below, Time in each status per agent shows the time each agent was online, busy, away or offline (with custom statuses, also the time in each of them).

Topics

The Topics tab shows topics by group as a tree map and a table: new conversations, the change against the period before, median resolution time and satisfaction. The default period is 90 days. Select a topic to open its conversations. Rename or merge topics in Settings → Custom fields → Topics.

See the conversations behind a number

Click a key number or a split cell to list the conversations behind it, 50 at a time. With Export reports, click Export CSV or Export JSON to export the list. The export runs in the background. The download link works for 7 days.

To export an inbox view, use Export at the top of the view (needs Export conversations). The link works for 24 hours.

Datasets and the command line

Exports use documented datasets: conversations, episodes, messages and CSAT ratings (and SLA targets). Each field is described. List them with wp cliedesk report datasets or GET /reports/datasets.

wp cliedesk report overview and wp cliedesk report split <by> print the same numbers as the dashboards, as JSON or CSV. Use --from, --to or --preset, --business, --average and --compare, and --product, --queue, --team or --agent.

For developers

Pro uses Free’s report filters: cliedesk_report_filters (the compare input), cliedesk_report_dimensions and cliedesk_report_dimension (the splits), cliedesk_report_overview (the period before and targets) and cliedesk_report_breakdown (the change, topic groups and corrections). Pro applies cliedesk_report_datasets (more datasets) and cliedesk_agent_status_key (the column of a stretch of agent status time).

When Pro is turned off

Saved views stay stored, targets stay in Pro’s settings, and nothing reads them. The Reports page shows Free’s tabs and splits with PRO badges; links with Pro options open the report without them. Exports that were running stop; finished exports can still be downloaded until their link ends.