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This report provides information about the performance of agents and the tickets that have been assigned to them.  You can view the report in two different chart options: Tickets by Customer Wait Times and Customer Wait Time and Satisfaction Score.

  • 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 Activity 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
  • Labels
  • Priorities
  • Ticket Types

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

Name: Agent name.

Resolved Tickets: Number of tickets resolved by each agent for the selected date range.

Average Requestor Wait Time: After a ticket was opened, how long it took to either assign the ticket to an agent or to resolve the ticket.

Average First Reply: After a ticket was opened, how long it took for an agent to reply to that ticket.

Average Last Assign to Resolution: Average time between a ticket being assigned to an agent and the ticket's resolution.

Average Full Resolution Time: Average time took to close a ticket from the day the ticket was created.

Average Satisfaction Score: Average satisfaction score.

Resolved on First Contact: Ticket resolved after the agent was contacted for the first time.

Percentage First Contact Resolution: Percentage of tickets resolved at the first contact.

Unresolved Tickets: Number of tickets that are still open in the specified date range.

Average Days Since Last Update: Number of days after a ticket was updated.

Average Days Unresolved: Number of days since a ticket is unresolved.

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

Tickets by Customer Wait Time: This chart displays number of tickets and percentage of tickets based on customer wait time. The chart contains a fixed wait time.

Wait Time and Satisfaction Score: This chart displays `wait time for the tickets and the corresponding satisfaction score.


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