LV27 Pop-Out Help

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titleTypes of Unresolved Graphs

You can click on the Switch Chart option to switch the graphical view of the reports, the . You can view the ticket's status as Open, In Progress, On Hold, and Escalated. The following are the graphs available for you to view:

  • Daily Unresolved Tickets: This graph shows the number of unresolved tickets daily, for example, Open, In Progress, On Hold, and Escalated. 
  • Unresolved Tickets by Status: This graph categorizes unresolved tickets based on their current status, for example, Open, In Progress, On Hold, and Escalated. 
  • Unresolved Tickets by Assignment:  This graph shows how many unresolved tickets are assigned and unassigned to each support agent or team.
  • Unresolved Tickets by Status and Month: This graph combines ticket statuses and monthly data, showing how the number of unresolved tickets in each status changes over the months. 
  • Weekly Unresolved Tickets: This graph aggregates the data weekly, showing the number of unresolved tickets at the end of each week.

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titleField Descriptions in the Report Table

The report table for unresolved tickets includes the following fields

ColumnDescription
NameRepresents the identifier, such as the agent, team, or category.
Unresolved TicketsThe total number of tickets currently unresolved.
Avg Days Since Last UpdateThe average number of days since the tickets were last updated.
Escalated TicketsThe number of tickets that have been escalated.
In Progress TicketsThe number of tickets that agents are currently working on.
On Hold TicketsThe number of tickets that are on hold.
Open TicketsThe number of tickets that have been opened but are not yet actively being worked on or have not been placed on hold or escalated.
Avg Age of TicketsAll unresolved tickets' average age (in days).


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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 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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