Agent Ticket Comments refer to the messages or notes an agent adds to a ticket in a customer service or issue-tracking system. These comments help document the progress, updates, or communication related to a specific customer query, task, or problem. The report shows both the Table and Graph options; you can use the toggle button to view the Graph, Graph and Table, or Table options. For detailed information, see the end of this section.
There are typically three types of ticket comments:
Public Comments:
Visible to both agents and clients.
Usually used to communicate directly with the clients.
Helps keep the client informed about the ticket's progress or resolution.
Private/Internal Comments:
Visible only within LiveVox or the support team.
Used for internal discussions, sharing insights, or leaving notes for other team members.
Clients or external users cannot see these comments.
External Comments:
These comments are visible only to the specific client for whom a ticket has been raised. These comments are intended to keep the client informed about the status, progress, or resolution of the issue but are not visible to anyone outside the client or the organization managing the ticket.
Filtering Tickets refers to the ability to narrow down or sort through tickets based on specific criteria using the options provided in a filter tool. This helps agents or managers focus on particular sets of tickets, making it easier to manage and analyze them.
If there are no comments by the agent, those tickets won’t appear.
The following are the Filter options:
Date Range: You can filter tickets based on a predefined period such as Today, One Week, Two Week, Three Week, One Month".
Custom Dates: Offers flexibility to choose specific start and end dates for filtering tickets. This is useful when analyzing tickets created or updated during a particular time frame. You can select up to 60 days.
Agent Teams: Filters tickets based on specific teams of agents, allowing you to see only the tickets handled by a particular group (e.g., Technical Support, Customer Service, etc.).
Agents: Filters tickets assigned to or created by individual agents. This helps track the workload or performance of specific agents.
Components: Allows filtering by specific components, such as different services or products within the system. It is helpful for larger organizations dealing with multiple offerings.
Labels: Filters tickets based on custom labels or tags applied to tickets. These labels could represent different categories or specific issues (e.g., "urgent," "billing," "bug").
Priorities: Filters tickets by priority levels (For example, "Low," "Medium," "High," "Critical"). Helps agents focus on the most urgent or important tickets.
Ticket Types: Filters by the type of ticket, such as "Bug," "Feature Request," "Incident," or "Service Request." This helps categorize and manage different types of issues.
Time to Resolve (Hours): Allows filtering based on how long it took (or is expected to take) to resolve a ticket. This helps in tracking tickets that are nearing or exceeding service level agreements (SLAs). These filters help improve efficiency by providing a customized view of the tickets based on the specific criteria you choose.
The following are the field descriptions appearing in the report table. 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 tracking.
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 that are 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 time period, either by the agent or on behalf of a client.
The report provides both Table and Graph options, and you can choose how to view the data using a toggle button. 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.
toggle button. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.