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titleTypes of Ticket Creation Graphts

You can click on the Switch Chart option to switch the graphical view of the reports, the following are the graphs available for you to view:

Average Tickets Created by Day of the Week

Displays the average number of tickets created each day of the week, for example, Monday, Tuesday, Wednesday, and so on, aggregated over the selected date range. This helps identify the number of tickets created over the week's selected day and date range.

Tickets by Agent Team

Displays the tickets created by the selected agent team. This helps monitor workload distribution and performance across different teams.

Tickets Created by Channel

It shows how many tickets were created through different communication channels, such as phone, email, or SMS. This allows managers to see the preferred methods of contact for customers.

Tickets Created by Date

Displays the number of tickets created on each specific date within the chosen range. This is useful for tracking daily ticket creation trends and detecting peaks.

Tickets Created by Date and Channel

Combines ticket creation data by date and communication channel, providing a detailed view of when and how tickets are generated. This helps analyze patterns in customer behavior across different channels on specific dates.

Tickets Created by Hour

Provides insights into ticket creation by hour of the day, helping to identify when customers are most likely to open tickets and whether there are any time-sensitive spikes in support requests.

Tickets Created by Month and Year

Tracks ticket creation over a longer period, displaying the total number of tickets created each month or year. This helps with year-over-year or month-over-month trend analysis.

Tickets by Label

Displays the number of tickets associated with different labels, which can be used to categorize tickets based on specific issues, features, or departments.

Tickets by Label Component

A more granular version of the "Tickets by Label" report breaks down tickets by their label and the specific components they are associated with. This helps drill down into specific areas of concern.

Tickets by Ticket Type

Categorizes tickets based on their type (e.g., bug reports, feature requests, or general inquiries), providing insights into the nature of reported issues.

Unassigned Tickets by Date and Channel

Tracks how many tickets have not yet been assigned to an agent or team, breaking it down by date and communication channel. This helps managers address unassigned tickets quickly and ensure timely resolution.

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titleField Descriptions in the Report Table

The following Ticket Create reports have multiple columns that represent attributes and metrics. Here are the field descriptions in the TIcket Creation report table. 

Name: Provides to

for the column fields: 

ColumnDescription
NameProvides 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 Image Modifiedtoggle button next to the Data Range. 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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