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- Go to the Analytics tab and click Tickets.
Filter the data by using one of the following fields:
Field
Description
Date Range Date range to filter key performance indicators (KPIs). Channel Channel used for contacting the customer (voice, email, SMS). Priority Ticket priority (high, medium, or low). Label The label on the ticket. Ticket Type Type The type of the ticket. Ticket Agent Name of the agent who created the ticket. Ticket Agent Team Name of the team to which the agent who created the ticket belongs to.
After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
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KPIs allow you to analyze tickets. You can set alerts for KPIs so that an email is triggered when the a KPI reaches the specified limit.
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- Go to the Analytics tab and click Tickets.
View the following KPIs on the dashboard:
Field Description Ticket Created The number of tickets created. Ticket Closed The number of tickets closed. Resolution Time The average time taken to close a ticket. Ticket SLA Achieved Rate The rate at which the ticket service-level agreement (SLA) was achieved. Ticket SLA Exceeded Rate The number of tickets that exceed the SLA. SLA Exceeded Time Time - in median hours - by which the SLA was exceeded. - If you want to set an alert for a KPI, click the bell icon
on the KPI.
- Specify when do you want to receive the alert and then click Set Alert.
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To view further details of the insights by using the measures and attributes available in the insight:
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