LV27 Pop-Out Help

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titleFilter Criteria

You can generate the Agent Ticket Detail based on the following filter criteria:

  • Date
    • Today
    • One Week
    • Two Weeks
    • Three Weeks
    • One Month
    • Custom Date Range (Limit of 60 Days)
  • Accounts
  • Agent Teams
  • Agents
  • Components
  • Contacts
  • Labels
  • Priorities
  • SLA Due Dates
  • Ticket Types
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titleGenerating the Report

After you select the filter parameters, the report is generated for those parameters. The report displays the following data:

  • Name: Agent Name.
  • Ticket Number: Ticket number created by the agent.
  • Ticket Type: The associated type of ticket as defined in the Ticket Configuration.
  • Subject: Subject of the ticket as associated to the ticket.
  • Contact: Contact associated to the ticket.
  • Account: Account associated to the ticket.
  • Status: Current status of the ticket.
  • Priority: Current priority of the ticket.
  • SLA Due Date: The associated SLA Due date of the ticket. If there is no SLA Due Date associated to the ticket, this field
should
  • will be
left
  • blank.
  • Days Overdue: Total number of days that a ticket is still not in a Closed State since the Due Date for the ticket. If there is no SLA Due Date for the ticket, this field
should
  • will be
left
  • blank.
  • Days to Due Date: Total number of days form current date to the Due Date for the ticket. Value can be positive and negative (overdue).  If there is no SLA Due Date for the ticket, this field
should
  • will be
left
  • blank.
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titleViewing the Report

 You can view the Agent Activity Report in the following formats:

  • Ticket Priority by Agent: The total number of open tickets assigned to an agent, summarized by ticket priority for the date range selected. You can set the ticket priorities in the LVP from the following path: Configure > Ticketing > Tickets Config > Settings > Priorities.
  • Ticket Status by Agent: The total number of open tickets assigned to an agent, summarized by ticket status for the date range selected. You can set the ticket status in the LVP from the following path:Configure > Ticketing > Tickets Config > Settings >Status.
  • Ticket Types by Agent: The total number of open tickets assigned to an agent, summarized by ticket type for the date range selected. You can set the ticket type in the LVP from the following path: Configure > Ticketing > Tickets Config > Settings > Types.
  • Tickets by Label by Agent: The total number of open tickets assigned to an agent, summarized by ticket label for the date range selected. You can set the ticket type in the LVP from the following path: Configure > Ticketing > Tickets Config > Settings > Labels.