Overview About Ticket Metrics Report
Ticket metrics refer to the quantitative measurements and indicators that are utilized to assess and evaluate the performance, efficiency, and effectiveness of the support system. Analyzing and interpreting these metrics can provide valuable insights into the overall state of your support operations. It helps to identify areas that need improvement and enables you to make informed decisions to enhance customer support experiences.
Ticket metrics serve as crucial tools in monitoring and managing the performance of support teams, enabling organizations to optimize their resources, streamline workflows, and ensure prompt and satisfactory resolution of customer issues.
Check out this video to learn on Ticket Metrics Report.
The ticket metric report can be accessed by clicking the Reports module.
The ticket metrics report includes the following metrics as mentioned below.
Note: The metrics in this report concerning time calculations are calculated using operational hours, as defined by the SLA.
Reply metrics
| Metric | Description |
|---|---|
| Reopen Count | The number of times that the tickets have been reverted from Solved or Closed status to any other status (i.e., not Solved to Closed and Closed to Solved). |
| Agent Update Count | The number of public responses (i.e., both public replies and notes) updated in the tickets by an agent. |
| Requester Update Count | The number of responses updated in the tickets by the requester. |
Assignee metrics
| Metric | Description |
|---|---|
| First Assigned Time (min) | The duration in minutes required to assign the first agent/group to the ticket from the moment the ticket is created. |
Status metrics
| Metric | Description |
|---|---|
| Time Spent in Pending Status Category (min) | The total time in minutes that a ticket is in the Pending Status Category. See System Default Ticket Status and Status Category for more details. |
| Time Spent in Hold Status Category (min) | The total time in minutes that a ticket is in the Hold Status Category. |
| Closure Time (min) | The total time difference in minutes between the ticket created time and ticket closed time. Note: If the ticket is reopened and subsequently closed again, the time difference will be added to the existing Closure time of the ticket. |
SLA metrics
| Metric | Description |
|---|---|
| SLA Achieved Count | The number of times the tickets have met the SLA based on any of the given metrics. (For example, First Response, Next Response, and Resolution). |
| SLA Breached Count | The number of times that the tickets have been SLA breached by considering any of the metrics (For example, First Response, Next Response, and Resolution). |
| Response Achieved Count | The number of times that the tickets have been SLA achieved by next response. |
| Response Breached Count | The number of times that the tickets have been SLA breached by next response. |
| Resolution Achieved Count | The number of times that the tickets have been SLA achieved by resolution. |
| Resolution Breached Count | The number of times that the tickets have been SLA breached by resolution. |
| First Responded On | The date and time of the agent’s first response to the customer’s inquiry in the ticket. |
| First Response Achieved On | The time and date when the agent first responds to the customer’s inquiry in the ticket, before the response due date as defined by the SLA. |
| First Response Breached On | The time and date when the agent first responded to the customer’s query in the ticket, after the response deadline set by the SLA. |
| Response Achieved On | The time and date when the agent responded to the customer’s most recent inquiry, which is not the first inquiry in the ticket, before the response deadline as defined by the SLA. |
| Response Breached On | The time and date when the agent replied to the customer’s latest inquiry, not including the initial query in the ticket, which happened after the deadline defined by the SLA. |
| Last Resolution Achieved On | The time and date when the agent provided a resolution and changed the ticket status to the Closed category (i.e. Solved or Closed status) before the resolution deadline as defined by the SLA. |
| Last Resolution Breached On | The date and time when the agent provided a resolution and changed the ticket status to the Closed category (i.e. Solved or Closed status), which occurred after the resolution deadline as defined in the SLA. |
| First Response Time (min) | The total difference in minutes between the time the ticket is created and the time the agent first responded. |
| Response Time (min) | The total time difference in minutes between when a customer query is created and when an agent responds is calculated based on each individual customer query and agent reply in the ticket. Note: This also includes the time difference between the first customer query and the first agent reply of the ticket. |
| First Resolution Time (min) | The total time difference in minutes between the ticket created time and first resolution time (i.e. ticket moved from Pending or Hold Status Category to Closed Status Category). |
| Resolution Time (min) | The overall total of time difference in minutes between the ticket created time and resolution time (i.e. ticket moved from Pending or Hold Status Category to Closed Status Category). Note: If the ticket is reopened and resolved again, then the time difference in minutes between the ticket reopened time and resolution time will be added to the existing Resolution Time of the ticket. |
| First Response Residual Time (min) | The total time difference in minutes between the time the agent first replied and the due time for response as defined by the SLA, provided that the agent’s initial reply occurred before the SLA response due time. |
| First Response Violation Time (min) | The total time difference in minutes between the SLA response due time and the time the agent first responded, provided that the agent’s initial response is after the SLA response due time. |
| Response Residual Time (min) | The cumulative difference in minutes between the time the agent responded on time and the response due time as outlined by the SLA, where the agent’s response time precedes the SLA response due time, is calculated based on all the agent’s replies in the ticket. Note: This includes the time difference between when the first agent responded on time and when the ticket’s SLA first response is due. |
| Response Violation Time (min) | The total amount of minutes that the agent’s response time exceeded the Service Level Agreement (SLA) response due time, based on all the replies the agent made in the ticket. This only includes instances where the agent’s response time is later than the SLA due time. Note: This includes the time difference between the first agent’s timely response and the due time for the first response according to the SLA of the ticket. |
| First Response | Represents whether the first response of the ticket is achieved or breached. Achieved - If the agent’s first response to the customer’s query in the ticket is provided before the due time specified by the SLA. Breached - If the agent’s first response to the customer’s query in the ticket is delayed beyond the due time as per the SLA. |
Applying filters
Filters can help you visualize data according to your requirements and extract insights using these metrics. For example, you can use filters to view details based on a specific category or brand during a specified time period.
Using brand filter
Use the Brand dropdown field near Date Range at the top-right corner to filter the results based on the selected brands. By default, brand preferences will be based on your profile settings.
Using advanced filter
To use advanced filters, follow the steps below.
- Click the Filters options at the top-right corner to open a filter panel.
- Select the required field and click the Apply button to refresh the report and effect the chosen conditions.
Note: The relation between the selected fields will be considered as an “And” condition when multiple fields are selected.
Exporting report data
The export option enables users to extract and preserve valuable insights for further analysis, sharing, or integration with other platforms. To export the report data, follow the given steps.
- Click the Export button on the right-hand side of the report.
After you initiate the export process, it will be queued and processed based on the current page filter conditions, the data range applied, and the column chosen in the report. You will then receive an email with a file download link from your support email address.
Note:
- Only the requested user can download the file.
- The generated link will be valid for two days from the generation date.
- The supported export format is Excel.
- A maximum of 25 columns can be selected.
- A maximum of 5000 records can be exported per request.
