Department Report

What are Departments?

A Department represents a specific division of your organization sorted by product or service, the field of knowledge, physical location, or responsibility. Departments allow organizations to allocate tickets and assign agents to various departments, offering customized templates and workflow rules.

Departments allow you to:

• Distribute tickets and assign support agents into departments
• Define filters and transfer rules so that your tickets will always land in the right hands
• Specify different signatures, phone, and chat answering rules for different departments
• Instantly see how many new, open, and resolved tickets are in your departments
• Restrict access to tickets for agents belonging to the same department as the ticket
• Customize your email communication templates per department
• Configure the availability of chat, phone, and messaging services per department

Running a one-man show?

You don’t need to use Departments if you are running a one-man business or a very small organization. In that case, all tickets are distributed and handled by all, regardless of type.

Benefits of Departments:

• Distribute work, authority, and responsibility – Clearly define who handles what
• Group teams of specialists together – Keep related expertise in one place
• Increase effectivity and quality of ticket handling – Specialized teams work more efficiently
• Decrease ticket response and resolution time – Faster handling leads to better customer satisfaction

Examples of use:

• Function – Human Resources, IT, Accounting
• Product or Service – City bikes, road bikes, or Bikes-Shop.com, Flowers-Shop.com
• Customers – Resellers, Affiliates, VIP
• Geographic – US, Europe, Asia

Department Report

LiveAgent offers a comprehensive report of answered tickets, chats, calls, rankings, and more from a specific time range. Individual entries can be sorted by time range, department, channel, and agent. Department Report can be exported to a CSV file.

Department report display options (columns):

• Tag
• Answer
• New answer avg. time
• Open answer avg. time
• Calls
• Missed calls
• Call minutes
• Chat messages
• Chats
• Missed chats
• Chat pickup avg. time
• Chat avg. time
• Not ranked
• Not ranked %
• Rewards
• Rewards %
• Rebukes
• Rebukes %
• Incoming messages
• Incoming calls
• Finished calls
• Incoming chats
• Finished chats
• Created tickets
• Resolved tickets

Department report can show your data in these types of charts:

Area chart

Line chart

Bar chart

Pie chart

Use Department reports with API

Use LiveAgent REST API to call values from Department reports. This allows you to integrate department reporting data into your own applications and workflows for advanced analytics and custom reporting solutions.

Knowledge base resources

Learn more details about managing departments and generating reports: Departments Feature Overview