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This report The Agent Ticket Detail Report provides information about the tickets opened by agents within the selected date range. You can view the report in using four different chart options: 

  • Ticket Type by Agent
  • Ticket Status by Agent
  • Ticket Priority by Agent
  • Tickets by Label by Agent
Info
  • You can generate the report only up to 60 days from the start date.
  • You can view the report in the graph format or table format or in both graph and table format.

...

Expand
titleFilter Criteria

You can generate the Agent Ticket Detail report based on the following filter criteria:

  • Date:
    • Today
    • One Week
    • Two Weeks
    • Three Weeks
    • One Month
    • Custom Date Range (Limit of 60 Days)
  • Accounts
  • Agent Teams
  • Agents
  • Components
  • Contacts
  • Labels
  • Priorities
  • SLA Due Dates
  • Ticket Types
Expand
titleGenerating the Report

After you select the filter parameters, the report is generated for those parameters. The report displays the following data:

  • Name: Agent
Name
  • name.
  • Ticket Number: Ticket number created by the agent.
  • Ticket Type: The associated type of ticket, as defined in the Ticket Configuration.
  • Subject: Subject of the ticket
as
  • that is associated
to
  • with the ticket.
  • Contact: Contact associated
to
  • with the ticket.
  • Account: Account associated
to
  • with the ticket.
  • Status: Current status of the ticket.
  • Priority: Current priority of the ticket.
  • SLA Due Date: The associated SLA Due date of the ticket. If there is no SLA Due Date associated
to
  • with the ticket, this field
should be left
  • is blank.
  • Days Overdue: Total number of days that a ticket is still not in a Closed State since the Due Date for the ticket. If there is no SLA Due Date for the ticket, this field
should be left
  • is blank.
  • Days to Due Date: Total number of days form the current date to the Due Date for the ticket.
Value
  • This value can be positive and negative (overdue).  If there is no SLA Due Date for the ticket, this field
should be left
  • is blank.
Expand
titleViewing the Report

 You can view the Agent Activity Ticket Detail Report in the following formats:

  • Ticket Priority by Agent: The total number of open tickets assigned to an agent, summarized by ticket priority for the date range selected. You can set the ticket priorities in
the
  • LVP from the following path: Configure > Ticketing > Tickets Config > Settings > Priorities.
  • Ticket Status by Agent: The total number of open tickets assigned to an agent, summarized by ticket status for the date range selected. You can set the ticket status in
the
  • LVP from the following path:Configure > Ticketing > Tickets Config > Settings >Status.
  • Ticket Types by Agent: The total number of open tickets assigned to an agent, summarized by ticket type for the date range selected. You can set the ticket type in
the
  • LVP from the following path: Configure > Ticketing > Tickets Config > Settings > Types.
  • Tickets by Label by Agent: The total number of open tickets assigned to an agent, summarized by ticket label for the date range selected. You can set the ticket type in
the
  • LVP from the following path: Configure > Ticketing > Tickets Config > Settings > Labels.