The numbers your team
already asks for, in one place.
Leodesk ships with a single analytics workspace — volume, SLA compliance, CSAT and per-agent performance — so you can answer “how are we doing?” without bolting on a separate BI tool or exporting to a spreadsheet first.
Reporting in Leodesk lives next to the inbox, reads from the same data, and updates as tickets move. There’s no nightly sync to a warehouse and no second login. Every panel below is built in, and every panel exports to CSV. Admins see the whole workspace; agents see a self-scoped version of the same reports.
Volume: opened vs resolved
Tickets opened and resolved plotted over time, side by side. When the two lines diverge, your backlog is growing — you can see it the same week it starts, not at the end of the month.
Channel mix
A breakdown of where conversations come from — email, live chat, contact form and API. Useful when you’re deciding where to staff, or whether to invest in self-service for a channel that’s carrying too much load.
SLA compliance
First-response and resolution targets, each split into met, at-risk and breached. At-risk means the clock is still running but close to the limit — so you can act before it’s a miss, not after. See SLA.
CSAT
Customer satisfaction at the workspace level and per agent, calculated from post-resolution ratings — so the score reflects real, attributed feedback rather than a survey blast. See CSAT.
Agent leaderboard
One table per agent: tickets resolved, replies sent, average first-response time and CSAT. It’s a coaching tool, not a stack-rank — read it alongside ticket complexity, not on its own.
Top tags
The tags driving the most volume, ranked. This is where you spot the recurring issue worth a doc, an automation, or a product fix — the report that turns support into a feedback loop.
Response & resolution time: median and p90, not an average
Leodesk reports both first-response time and resolution time as a median (the typical experience) and a p90 (the worst-case the slowest 10% of customers actually had), with a distribution across time buckets so you can see the shape, not just a point.
Why not a single average? One ticket that sat for three days drags the mean up and makes a good week look bad — or a flood of quick auto-replies drags it down and hides a long tail of customers waiting hours. The median ignores those outliers and tells you what a normal customer experienced. The p90 is the honest number for the people who had the worst time: if your median first response is 12 minutes but your p90 is 9 hours, most customers are fine and a real group is being neglected. You need both to know whether to celebrate or investigate. The distribution buckets show you exactly where that long tail sits.
Per-agent, self-scoped reports
Agents who aren’t admins get the same dashboards scoped to their own work — their volume, their response times, their CSAT. They can track and improve without seeing the whole workspace, and the scoping is enforced server-side.
CSV export on every panel
Every report has an export. Pull the raw rows into a spreadsheet for a board deck, or into your own BI tool if you have one — but you don’t need one to get the answer in Leodesk first.
Weekly scheduled report emails
Have the key numbers emailed to the team every week, automatically. The recap lands in the inbox so the people who should see the trend actually do — no one has to remember to open a dashboard.
Common questions about reporting.
More detail on measuring CSAT and response time is on the blog.
Read: measuring CSATDo I need a separate BI tool?
Why do you show median and p90 instead of an average?
Can agents see their own numbers without admin access?
See your support, measured honestly.
Start a 14-day trial and watch volume, SLA and CSAT fill in from your own tickets.
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