Reports
No, the email notifications or automated responses will not be counted as an agent response in the reports.
Thu, 13 Dec, 2018 at 5:53 PM
Please navigate to Admin -> Workflows -> Ticket Fields to set up a custom dropdown field for Country/Location which would be available on the ticket f...
Sat, 26 Jun, 2021 at 2:30 AM
Merged tickets would not be taken into consideration while generating reports in the Reports tab.
Thu, 20 Jul, 2017 at 7:17 PM
Please navigate to Reports -> Agent Performance Reports where you could see the metric called "Tickets re-assigned." This value would be th...
Thu, 20 Jul, 2017 at 7:27 PM
Both closed as well as resolved tickets would be taken into account for the resolved tickets count while generating reports.
Thu, 20 Jul, 2017 at 7:37 PM
First Response SLA% = The percentage of the number of tickets where the first responses were sent within the SLA divided by the total number of tickets on w...
Thu, 20 Jul, 2017 at 7:43 PM
The performance reports take half an hour to get updated on the Forest/Enterprise plan and an hour on the Estate/Pro plan. For the accounts in Garden/G...
Tue, 11 Apr, 2023 at 4:49 PM
When a ticket is re-opened multiple times it is taken as a single count during report generation. It would show the number of tickets that were reopene...
Thu, 20 Jul, 2017 at 8:59 PM
FCR% = % of Number of tickets resolved after the first contact made by the customer divided by the total number of tickets resolved in the selected time per...
Thu, 21 Feb, 2019 at 8:31 PM
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