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In the Phone Summary Report, what does "Unanswered Call" mean?
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Why are the changes made on a ticket not reflecting in the reports?
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What tickets are taken into account for the count of Resolved Tickets in reports?
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How do I check the number of overdue tickets for an agent?
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How are the Resolution SLA and First Response SLA percentage metrics calculated?
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Where can I see the total number of tickets that were reassigned by one group to another?
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Why am I not able to filter the Helpdesk In-depth Report based on group and agent name?
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How is the "Tickets Re-opened" metric calculated if a ticket is reopened multiple times?
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Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?
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How are FCR%, First Response SLA%, and Average First response time metrics calculated for Agent Performance Report?