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Reports

Dashboard Reports provide detailed insights into ticketing, agent performance, and service quality. Users can select a date range and either directly download reports (PDF/CSV) or set up subscriptions to receive reports via email. Reports can be generated for single or multiple ticket types with customizable filters.

Reports Dashboard

Report Download & Subscription Options​

  • Date Range Selection - Custom date range filtering for reports
  • Download Options - Reports can be exported in PDF or CSV format
  • Subscription Option - Schedule reports to be sent via email to individuals, teams, or role-based recipients
  • Multi-Ticket Type Selection - Reports can be generated for single or multiple ticket types
  • Notes Inclusion Option (for Ticket Detail Report) - Users can choose to include or exclude ticket notes when generating the report

Types of Dashboard Reports​

1. Ticket Detail Report​

  • Provides a detailed list of all tickets created, assigned, and resolved within the selected date range
  • Key ticket details include:
    • Ticket ID, Type, Status, Priority, Created Date, Resolution Time
    • Assigned Agent/Team, SLA Compliance, Customer Feedback
    • Notes Data - Users can choose to include/exclude ticket notes (Checked or Unchecked option)
  • Helps in tracking individual ticket progress and resolutions with full context

2. Queue Summary Report​

  • Displays an overview of ticket queues, showing the total number of tickets in each queue
  • Includes:
    • Ticket count (Opened, Pending, Resolved, Escalated) per queue
    • Agent availability and workload distribution
  • Helps in monitoring queue efficiency and workload balance

3. Source Summary Report​

  • Analyzes the origin of tickets from different sources:
    • Email, Chat, Phone, Web Portal, etc.
  • Breaks down ticket volume by source and compares response times
  • Helps in optimizing customer engagement channels

4. Agent Workload Report​

  • Displays workload distribution among agents, showing ticket assignments and resolutions
  • Key metrics include:
    • Ticket Volume (Assigned, In Progress, Resolved, Escalated)
    • Average Resolution Time per agent
    • First Response Time & Escalation Rate
  • Helps in assessing agent performance and optimizing team workload

5. SLA Report​

  • Tracks Service Level Agreement (SLA) compliance for ticket resolution
  • Includes:
    • Tickets meeting SLA vs. breached SLA
    • Average resolution time vs. SLA targets
    • Agents/Teams with highest SLA violations
  • Helps in ensuring timely ticket resolution and service efficiency

6. Feedback Report​

  • Summarizes customer feedback and satisfaction ratings for resolved tickets
  • Includes:
    • Customer Satisfaction Score (CSAT) per ticket, agent, and team
    • Customer comments and feedback analysis
  • Helps in identifying service improvement areas