Reports

Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?
The time period within Business hours would only be considered for calculating the response time metrics in the Reports.The time period that was elapsed out...
Fri, 22 Feb, 2019 at 2:40 PM
How do I check the number of overdue tickets for an agent?
The number of Overdue Tickets for an agent can be found from within the Agent Performance Report.  The metric corresponding to Resolution SLA could be c...
Thu, 20 Jul, 2017 at 9:42 PM
Where can I see the total number of tickets that were reassigned by one group to another?
You could have this tracked with the Tickets re-assigned metric in "Group Performance" Report. This would show the number of tickets that were re-...
Sun, 4 Feb, 2018 at 1:46 AM
How do I find the number of replies sent by my agents?
Please Navigate to the Reports tab ->click on Agent Performance Report to see this metric.   The Responses metric would denote the number of replies ...
Fri, 21 Jul, 2017 at 3:50 PM
Will non- business hours be counted in calculating resolution time?
The non business hours will not be calculated in reports. The resolution time would be the number of business hours from the ticket creation time to the res...
Thu, 13 Dec, 2018 at 5:57 PM
In the Phone Summary Report, what does "Unanswered Call" mean?
Any call that is not picked up by an agent would be shown as an Unanswered Call. If there are no agents to pick calls the unanswered call would be marked un...
Tue, 19 Jun, 2018 at 7:35 PM
Do "Waiting on Customer" and "Waiting on Third Party" statuses affect the average response time?
The response time does not depend upon the Status of a Ticket.  So, if a ticket is moved to Waiting on Customer or Pending, the time spent in those stat...
Fri, 21 Jul, 2017 at 3:07 PM
How does the Top-Customer Analysis Report work?
The Top-Customer Analysis Report would display metrics on which Company raises the most or least tickets.  To have ticket metrics displayed on this repo...
Wed, 12 Dec, 2018 at 10:43 AM
I see that there is a new reporting feature called "Ticket lifecycle" added to my panel. Please brief me about this.
We have a newly added report that gives you the dynamics of a resolved or completed ticket to track the changes made to it which include SLA violations, rea...
Tue, 11 Apr, 2023 at 4:51 PM
From which plan is the new dashboard available?
The new dashboard contains Admin, Supervisor and Agent Snapshot with metrics that are role specific. These metrics would be made available on the Dashboard,...
Tue, 11 Apr, 2023 at 4:51 PM