The Agent Ticket Comments reports have report features multiple columns that present key data attributes and metrics. The following table provides detailed descriptions for each of the columns. These fields provide a comprehensive view of an agent's or team's activity in managing, updating, and resolving tickets, allowing for better performance analysis and ticket trackingof each column. | Column | Description |
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| Name | Refers to the name of the agent or team associated with the tickets. It identifies who was responsible for handling or updating the tickets. | | Updates | This represents the total number of ticket updates, which can include changes in status, reassignments, comments, or any other modifications within the ticket history. | | Comments | Shows the total number of comments added to tickets by the agent, including both public and internal comments. | | Public Comments | Displays the number of public comments visible to clients and external parties. These comments are used to communicate with the client about the progress or resolution of the ticket. | | Internal Comments | Indicates the number of internal comments added to tickets. These are private comments only visible within the organization and are often used for internal discussions or notes. | | Tickets Updated with Comments | Refers to the number of updated tickets with comments during the reporting period. This field tracks how many tickets had at least one comment added as part of their update. | | Tickets Resolved | This shows the number of tickets resolved or closed during the reporting period, indicating the agent's ability to close out tickets successfully. | | Tickets Created | Displays the number of new tickets created within the specified period, either by the agent or on behalf of a client. |
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toggle button. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.