LV27 Pop-Out Help

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titleField Descriptions in the Report Table

The following are the field descriptions in the TIcket Creation report table. 

  • Name: Provides to the month, date, and week details

  • New Tickets: Number of new tickets created during the selected dates.

  • Tickets Created by Inbound: Represents tickets generated when a customer contacts support through an inbound channel, such as a phone call. 

  • Tickets Created by Outbound: Tickets are generated when customer support contacts a customer. 

  • Tickets Created by Email:  This shows the number of tickets created from email interactions. This indicates how many issues or requests were submitted by customers via email.

  • Tickets Created by SMS: Displays tickets generated through SMS interactions.

  • Unresolved Tickets: The count of tickets that are still open or pending resolution.

  • Resolved Tickets: This shows the number of tickets successfully closed or resolved during the selected date range. 

  • First Contact Resolution: This represents the number of tickets resolved during the first interaction with the customer. 

  • Reopened Tickets: Tracks tickets that were previously closed but later reopened.

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titleViewing Reports

The report provides both Table and Graph options, and you can choose how to view the data using a toggle button. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.

The available view options are:

  • Graph: Displays the data visually using graphs (e.g., bar charts, line graphs), allowing you to quickly identify trends and patterns in ticket updates, comments, resolutions, and other key metrics.
  • Graph and Table: Shows both the graphical representation and the detailed table simultaneously. This option helps you compare the visual trends with the exact numerical data, providing a complete report view.
  • Table: Displays the data in a tabular format, listing the values for each field (e.g., updates, comments, tickets resolved) in rows and columns. This option is useful for viewing detailed figures and performing data analysis.

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