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This report provides information about how agents are evaluated for their efficiency. This report is based on the Ticket Created Date. You can view the report using four different chart options:

  • Agents Replies and Tickets Resolved
  • Resolved Tickets by First Reply Time
  • Tickets by Agent Replies
  • Tickets by Resolution Time
  • You can generate the report only up to 60 days from the start date.
  • You can view the report in graph format or table format or in both graph and table format.


You can generate the Agent Ticket Efficiency Report based on the following filter criteria:

  • Date:
    • Today
    • One Week
    • Two Weeks
    • Three Weeks
    • One Month
    • Custom Date Range (Limit of 60 Days)
  • Agent Teams
  • Agents
  • Components
  • Contacts
  • Labels
  • Priorities
  • Ticket Types

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

  • Tickets Created: The number of new tickets created for the selected date range.
  • Assigned Tickets: The total number of tickets assigned by an agent or agent team for the selected date range. 
  • Average Assign Time: The average amount of time that a newly created ticket waited before it was assigned to an agent or agent team.
  • Average First Reply Time: The average amount of time from when the ticket was first created until an agent first replied.
  • Average Resolution Time: The average amount of time from when a ticket was created to when it was fully resolved.
  • Average Reply Per Ticket: The average number of replies that an agent added to a ticket before it was resolved.
  • Tickets With Replies: The total number of tickets with at least one outbound reply.
  • Tickets Resolved: The total number of tickets that were resolved for the selected date range.

 You can view the Agent Ticket Efficiency Report in the following formats:

  • Agents Replies and Tickets Resolved: The average number of agent replies made to customers regarding tickets that were created within the specified date range as compared to the total number of tickets resolved within the date range selected. 
  • Resolved Tickets by First Reply Time: The percentage of tickets created within the specified date range and status is resolved, whose first reply from an agent is broken down into various time ranges. The ranges are:
    • No replies
    • Replied more than 24 hours after the ticket was created
  • Tickets by Agent Replies: The total and percentage of agent replies made to customers for the tickets that are resolved.
  • Tickets by Resolution Time:  The percentage of tickets created within the specified date range and status is resolved, whose resolution time is broken down into various time ranges. 


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