Reports
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
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
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
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
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
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
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
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
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
The dashboard is available in three types of snapshots :
1. Admin Snapshot
2. Supervisor Snapshot
3. Agent Snapshot These are role-based snap...
Wed, 26 Jul, 2017 at 2:18 AM