Skip to main content

Reports (49)

Will automated responses be counted as an agent response in therReports?

Modified on Thu, 13 Dec, 2018 at 5:53 PM
How to filter reports based on the country from which they are raised?

Modified on Sat, 26 Jun, 2021 at 2:30 AM
Is a merged ticket taken into consideration while generating reports?

Modified on Thu, 20 Jul, 2017 at 7:17 PM
How to get the number of tickets that an agent re-assigned to another agent?

Modified on Thu, 20 Jul, 2017 at 7:27 PM
What tickets are taken into account for the count of Resolved Tickets in reports?

Modified on Thu, 20 Jul, 2017 at 7:37 PM
How are the Resolution SLA and First Response SLA percentage metrics calculated?

Modified on Thu, 20 Jul, 2017 at 7:43 PM
How is the "Tickets Re-opened" metric calculated if a ticket is reopened multiple times?

Modified on Thu, 20 Jul, 2017 at 8:59 PM
How are FCR%, First Response SLA%, and Average First response time metrics calculated for Agent Performance Report?

Modified on Thu, 21 Feb, 2019 at 8:31 PM
Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?

Modified on Fri, 22 Feb, 2019 at 2:40 PM
How do I check the number of overdue tickets for an agent?

Modified on Thu, 20 Jul, 2017 at 9:42 PM