Reports and dashboards

Open Reports in the left rail. Reports are updated every 15 minutes.

The overview

The overview shows, each compared with the previous period:

• Tickets created, Tickets solved and Unsolved at end of range;
• Median first reply and Median resolution;
• One-touch resolution and Reopened;
• Satisfaction and SLA achieved.

Below are charts for created versus solved, backlog by status, first reply and full resolution times, tickets by channel, SLA achievement and satisfaction, plus tables per agent and per group.

Filter by Date range (last 7, 30 or 90 days, month to date or a custom range), Group, Channel and Agent. Show as table turns any chart into numbers.

Export

Export CSV downloads tickets (one row per ticket) or any of the charts and tables.

More reports

The Reporting menu also has:

• Dashboards and the Report builder (Growth and up). See Build a dashboard and Build a custom report.
• Knowledge: help centre views, votes and searches. See Help centre reports.
• Schedules: reports by email. See Schedule a report.

Your role decides whether you can view or edit reports.

Related

• Report metrics explained
• Customer satisfaction (CSAT)