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
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
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