To get useful reports from Kayako you need to know what's available in the first place. Surprisingly Kayako don't provide a list on their KQL reference so I've created my own. I'm certainly no expert on Kayako reports, and I can't tell you what type of data every field below will output, but at least you can now see what data is available. Coupled with the recent addition of being able to pull custom fields into reports now, you really can get reports to tell you just about anything.
All we need now is a way to prompt for and provide variables, so staff responsible for running reports don't have to learn KQL to change a range of dates, for example.
| Table | Field |
|---|---|
| Calls | Call ID |
| Chat ID | |
| Department | |
| Duration | |
| End Date | |
| Is Click to Call | |
| Last Activity | |
| Phone Number | |
| Staff | |
| Start Date | |
| Status | |
| Type | |
| User | |
| User Fullname | |
| User Email | |
| Chat Routing | Chat Routing ID |
| Chat ID | |
| Creation Date | |
| Is Accepted | |
| Staff | |
| Chats | Chat ID |
| Chat Mask ID | |
| Creation Date | |
| Country | |
| City | |
| Department | |
| Has GeoIP | |
| IP Address | |
| Is Proactive | |
| Round Robin Hits | |
| Subject | |
| Staff | |
| Status | |
| Transfer Status | |
| Transfer Date | |
| Type | |
| User | |
| Wait Time | |
| Escalations | Department |
| Escalation Path ID | |
| Date | |
| Owner | |
| Priority | |
| Rule | |
| SLA Plan | |
| Ticket ID | |
| Type | |
| Messages | Creation Date |
| Chat | |
| Department | |
| Message ID | |
| Message Mask ID | |
| Reply Date | |
| Rating | |
| Subject | |
| Status | |
| Staff | |
| Type | |
| Rating Results | Rating Result ID |
| Rating | |
| Rating Date | |
| Score | |
| Ticket Audit Logs | Action |
| Creation Date | |
| Creator | |
| Message | |
| Ticket Audit Log ID | |
| Full Name | |
| Ticket Billing | Creation Date |
| Creator Name | |
| Ticket Billing ID | |
| Time Spent | |
| Time Billable | |
| Work Date | |
| Worker | |
| Ticket Posts | Creation Date |
| Contents | |
| Creator | |
| Creation Mode | |
| IP Address | |
| Is Third Party | |
| Is Emailed | |
| Is Private | |
| Response Time | |
| Subject | |
| Ticket Post ID | |
| Tickets | Auto Closed Date |
| Average Response Time | |
| Creation Date | |
| Creator | |
| Creation Mode | |
| Department | |
| Email Queue | |
| Escalation Date | |
| Escalation Count | |
| Has Notes | |
| Has Attachments | |
| Has Billing | |
| IP Address | |
| Is Emailed | |
| Is Resolved | |
| Is Auto Closed | |
| Is Escalated | |
| Is First Contact Resolved | |
| Last Activity | |
| Last Staff Reply | |
| Last User Reply | |
| Last Ticket Post | |
| Owner | |
| Owners to Resolve | |
| Priority | |
| Phone Number | |
| Reopen Date | |
| Resolved Date | |
| Replies to Resolve | |
| Reply Due Date | |
| Resolution Due Date | |
| Status | |
| Staff | |
| Subject | |
| SLA Plan | |
| Ticket ID | |
| Ticket Mask ID | |
| Type | |
| Total Replies | |
| Time Worked | |
| Time Billed | |
| Time to Resolve | |
| User | |
| Was Reopened | |
| User Emails | User Email ID |
| User | |
| User Organizations | Address |
| City | |
| Country | |
| Creation Date | |
| Last Update | |
| Name | |
| Postal Code | |
| Phone | |
| State | |
| SLA Plan | |
| SLA Expiry | |
| Type | |
| User Organization ID | |
| User Group | |
| Website | |
| Users | Creation Date |
| Designation | |
| Expiry | |
| Is Validated | |
| Last Update | |
| Last Visit | |
| Phone | |
| Role | |
| Salutation | |
| SLA Plan | |
| SLA Expiry | |
| User ID | |
| User Group | |
| User Organization |
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