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When you apply a filter, it narrows down the ability to sort through tickets based on specific criteria using the options provided in a filter tool. This helps agents or managers focus on particular sets of tickets, making it easier to manage and analyze them.

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, 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 (e.g., Technical Support, Customer Service, etc.).
• 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 offerings.
• Labels: Filters tickets based on custom labels or tags applied to tickets. These labels could represent different categories or specific issues (For example, urgent, billing, or 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 the type of ticket, such as "Bug," "Feature Request," "Incident," or "Service Request." This helps categorize and manage different types 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.

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.