Last updated: 2024-06-12
Your top 5 customers will be displayed based on the following metrics:
| Metrics | What it means |
| Tickets created | Number of tickets created by the customer through any channel during the selected time period |
| Tickets reopened | Number of tickets reopened by the customer in the selected time period |
| Tickets resolved | Number of tickets raised by the customer that were resolved during the selected time period |
| Tickets unresolved | Number of tickets that were not resolved at the end of the selected time period |
| Tickets resolved within SLA %<br>(Resolution SLA %) | Percentage of the tickets raised that were resolved within SLA during the selected time period |
| Tickets first responded within SLA %<br>(First response SLA %) | Percentage of tickets raised that were responded to within SLA during the selected time period |
| Tickets not resolved within SLA<br>(Resolution SLA violated tickets) | Number of tickets raised that were not resolved within the SLA during the selected time period |
| Tickets first responded not within SLA<br>(First response SLA violated tickets) | Number of tickets raised that were not responded to within SLA during the selected time period |
| Agent Responses (Agent Interactions) | Number of responses and public notes added by the agent on the customer's tickets during the selected time period |
| Customer responses (Customer Interaction) | Number of responses and public notes added by the customer on the tickets they raised during the selected time period |
| Average resolution time | Average time taken to resolve the tickets raised by the customer |
| Average first response time | Average time taken to provide a first response to the tickets raised by the custo |
You can use the filters to dig deeper and find out answers to specific questions, such as which company creates the most high-priority tickets.