This report provides information about the performance of agents and the tickets that have been assigned to them. You can view the report in two different chart options: Tickets by Customer Wait Times and Customer Wait Time and Satisfaction Score.
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Specify the following options to generate the report. You can generate the Agent Activity Report based on the following filter criteria:
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After you select the filter parameters, the report is generated for those parameters. The report displays the following data: Name: Agent Name Resolved Tickets: Number of tickets resolved by each agent for the selected date range. Average Request Requestor Wait Time: After a ticket was opened, how long it took to either assign the ticket to an agent or to resolve the ticket. Average First Reply: After a ticket was opened, how long it took for an agent to reply to that ticket. Average Last Assign to Resolution: Average time between a ticket was assigned to an agent and it was resolved. Average Full Resolution Time: Average time took to close a ticket from the day it was created. Average Satisfaction Score: Average satisfaction score. Resolved on First Contact: Ticket resolved after the agent was contacted for the first time. Percentage First Contact Resolution: Percentage of tickets resolved at the first contact. Unresolved Tickets: Number of tickets that are still open in the specified date range. Average Days Since Last Update: Number of days after a ticket was updated. Average Days Unresolved: Number of days since a ticket is unresolved. |
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You can view the Agent Activity Report in the following formats: Tickets by Customer Wait Time: This chart displays number of tickets and percentage of tickets based on customer wait time. The chart contains a fixed wait time. Wait Time and Satisfaction Score: This chart displays `wait time for the tickets and the corresponding satisfaction score. |