Ticket Report
The Ticket Report shows you key KPIs about your inboxes. See trends in your ticket volume, including average and median time to completion, find out who your top requesters are, and review agent performance.
Ticketing admins, agents, and observers have permissions to view reports.
Your report will have several inbox-wide metrics including:
Ticket Volume (past 9 weeks)
Top Requesters (past week)
Tickets Created (over 8-week average)
Tickets Completed (over 8-week average)
Average Ticket Completion Time (over 8-week average)
Average Ticket First Completion Time (over 8-week average)
Median Ticket Completion Time (over 8-week average)
Your report will also include individual agent KPIs like:
Top Agents by Tickets Completed (past week compare to 8-week average)
Agent Average Completion Time (past week compare to 8-week average)
Agent Median Completion Time (past week compare to 8-week average)
By default the report will show data for all inboxes. To see data for a subset of inboxes, use the "Inbox" filter.
The Ticket Report requires at least eight weeks of ticket data in order to effectively display trends.
If you want to see the data that these KPIs are based on, export your ticket history for the full dataset.
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