Agent Ticket Comments refer to This report includes the messages or notes an agent adds to a ticket. These comments help document the progress, updates, or communication related to a specific customer query, task, or problem. The report shows both the Table and Graph options; you can use the toggle button to view the Graph, Graph and Table, or Table options. For detailed information, see see Viewing Reports at the end of this section.
There are typically three types of ticket comments:
- Public Commentscomments:
- Visible to both agents and clients.
- Usually used to communicate directly with the clients.
- Helps keep the client informed about the ticket's progress or resolution.
- Private/Internal Commentsinternal comments:
- Visible only within LiveVox or the support team.
- Used for internal discussions, sharing insights, or leaving notes for other team members.
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Clients or external users cannot view these comments. |
- External Commentscomments:
- These comments are visible Visible only to the specific client for whom a ticket has been raised. These comments are intended to keep the client informed about the issue's status, progress, or resolution but are not visible to anyone outside the client or the organization managing the ticket.
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Filtering Tickets helps you to You can filter the tickets to help you narrow down or sort through tickets based on specific criteria using the options provided in a the filter tool. This allows agents or managers to focus on particular sets of tickets, making it easier to manage and analyze them. | Info |
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The Agent Comment Tickets reports won't Report does not appear if the ticket has no comments. |
The following are the Filter options: - Date Range: You can filter tickets based on a predefined period, such as Today, One Week, Two Week, Three Week, or One Month.
- Custom Dates: Offers flexibility to choose specific start and end dates for filtering tickets. This is useful when analyzing tickets created or updated during a particular time frame. You can select up to 60 days.
- Agent Teams: Filters tickets based on specific teams of agents, allowing you to see only the tickets handled by a particular group. For example, Technical Support, Customer Service, and others.
- Agents: Filters tickets assigned to or created by individual agents. This helps track the workload or performance of specific agents.
- Components: Allows filtering by specific components, such as different services or products within the system. It is helpful for larger organizations dealing with multiple departments.
- Labels: Filters tickets based on custom labels or tags applied to tickets. These labels could represent different categories or specific issues, such as urgent, billing, and bug.
- Priorities: Filter tickets by priority levels (For example, low, medium, high, or critical). Helps agents focus on the most urgent or important tickets.
- Ticket Types: Filters by ticket type, such as bug, feature request, incident, or service request. This helps categorize and manage different kinds of issues.
- Time to Resolve (Hours): Allows filtering based on how long it took (or is expected to take) to resolve a ticket. This helps track tickets nearing or exceeding service level agreements (SLAs).
These filters help improve efficiency by providing a customized view of the tickets based on your specific criteria.
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