The system offers various reports and charts to analyze ticket creation, giving insights into performance, trends, and workload distribution. Below are the different types of reports and charts mentioned:
Average Tickets Created by Day of the Week
Displays the average number of tickets created each day of the week, for example, Monday, Tuesday, Wednesday, and so on, aggregated over the selected date range. This helps identify the number of tickets created over the week's selected day and date range.
Tickets by Agent Team
Displays the tickets created by the selected agent team. This helps monitor workload distribution and performance across different teams.
Tickets Created by Channel
It shows how many tickets were created through different communication channels, such as phone, email, or SMS. This allows managers to see the preferred methods of contact for customers.
Tickets Created by Date
Displays the number of tickets created on each specific date within the chosen range. This is useful for tracking daily ticket creation trends and detecting peaks.
Tickets Created by Date and Channel
Combines ticket creation data by date and communication channel, providing a detailed view of when and how tickets are generated. This helps analyze patterns in customer behavior across different channels on specific dates.
Tickets Created by Hour
Provides insights into ticket creation by hour of the day, helping to identify when customers are most likely to open tickets and whether there are any time-sensitive spikes in support requests.
Tickets Created by Month and Year
Tracks ticket creation over a longer period, displaying the total number of tickets created each month or year. This helps with year-over-year or month-over-month trend analysis.
Tickets by Label
Displays the number of tickets associated with different labels, which can be used to categorize tickets based on specific issues, features, or departments.
Tickets by Label Component
A more granular version of the "Tickets by Label" report breaks down tickets by their label and the specific components they are associated with. This helps drill down into specific areas of concern.
Tickets by Ticket Type
Categorizes tickets based on their type (e.g., bug reports, feature requests, or general inquiries), providing insights into the nature of reported issues.
Unassigned Tickets by Date and Channel
Tracks how many tickets have not yet been assigned to an agent or team, breaking it down by date and communication channel. This helps managers address unassigned tickets quickly and ensure timely resolution.