Reports (44)

In the Phone Summary Report, what does "Unanswered Call" mean?

Modified on Wed, 27 May at 4:04 PM
Why are the changes made on a ticket not reflecting in the reports?

Modified on Wed, 27 May at 4:04 PM
What tickets are taken into account for the count of Resolved Tickets in reports?

Modified on Wed, 27 May at 4:04 PM
How do I check the number of overdue tickets for an agent?

Modified on Wed, 27 May at 4:04 PM
How are the Resolution SLA and First Response SLA percentage metrics calculated?

Modified on Wed, 27 May at 4:04 PM
Where can I see the total number of tickets that were reassigned by one group to another?

Modified on Wed, 27 May at 4:04 PM
Why am I not able to filter the Helpdesk In-depth Report based on group and agent name?

Modified on Wed, 27 May at 4:04 PM
How is the "Tickets Re-opened" metric calculated if a ticket is reopened multiple times?

Modified on Wed, 27 May at 4:04 PM
Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?

Modified on Wed, 27 May at 4:04 PM
How are FCR%, First Response SLA%, and Average First response time metrics calculated for Agent Performance Report?

Modified on Wed, 27 May at 4:04 PM