This report provides information about the tickets opened by agents within the selected date range. You can view the report in using four different chart options:
- Ticket Type by Agent
- Ticket Status by Agent
- Ticket Priority by Agent
- Tickets by Label by Agent
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- You can generate the report only up to 60 days from the start date.
- You can view the report in the graph format or table format or in both graph and table format.
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You can generate the Agent Ticket Detail report 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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| title | Generating the Report |
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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 Namename.
- 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 that is associated to with the ticket.
- Contact: Contact associated to with the ticket.
- Account: Account associated to with 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 with the ticket, this field will be is 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 will be is blank.
- Days to Due Date: Total number of days form the current date to the Due Date for the ticket. Value This value can be positive and negative (overdue). If there is no SLA Due Date for the ticket, this field will be is blank.
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You can view the Agent Ticket Detail 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.
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