General report
The general report provided a detailed picture of how your company support works.
The final report consists of several blocks:
1. Productivity report
The first thing you will come across is a graph that shows the number of new and completed requests at a specific time during the reporting period.
2. Workload
The table «Workload» shows the number of requests by their status for the specified period:
- Total new for the period — the number of requests received during the reporting period. The calculation does not take into account requests with the status «Deleted», «Spam», «Mailing», «Combined»;
- Active — the total amount of requests specified in the drop-down list:
- Open — the number of requests for the last three months with any changes in them, which are in the «Open» status for the reporting period;
- On hold — the number of requests for the last three months with any changes in them that are in the «On hold» status for the reporting period;
- Pending — the number of requests for the last three months with any changes in them that are in the «Pending» status for the reporting period;
- New — the number of requests for the previous three months that are in the «New» status for the reporting period;
- Completed — the total amount of requests specified in the drop-down list:
- Solved — the number of requests in the «Completed» status for the reporting period;
- Closed — the number of requests in the «Closed» status for the reporting period;
- Merged — the number of requests in the «Combined» status for the reporting period;
The comparison indicator in the «Workload» block is calculated using a general formula. Colour in the report will help to orientate the comparison results by user load:
Additionally, you can upload a report in .csv format (Excel) for the selected period with the following data:
.CSV report (Updated) — the report contains the following queries:
- updated in the specified interval, have a status «Solved» or «Closed» in the specified interval;
- created in the specified interval;
- updated in the specified interval excluding 3 months, and have a status «Open», «New», «Pending», or «On hold».
- Ticket number;
- Receiving time — ticket creation date and time;
- Ticket channel — the channel through which the incoming/outgoing ticket was received;
- Customer name;
- Customer contact — client’s e-mail, from which the request came;
- Client e-mail — all email-аddresses of the client, which are specified in the interface, in creation/editing forms of the client;
- Client phone;
- Client company;
- Ticket subject;
- Attachments
- Status current — ticket status as at today's date;
- Status on a date — ticket status on the reporting date;
- Date of status change;
- Current type — ticket type at the time of report uploading;
- Current priority — ticket priority at the time of report uploading;
- Agent;
- Time of the first response — period from ticket creation to sending the first public response of the user;
- Date of the first response;
- First comment time — period from ticket creation to the first internal comment of the user;
- Close date — the period from the time the ticket was created until the ticket was moved to the «Solved» or «Closed» status;
- Applied triggers;
- Tags;
- Solved by first reply — the ticket went to the status «Solved»/«Closed» with the first response from the user;
- Number of agent responses;
- Number of agent comments;
- Number of client responses;
- Custom fields — all additional fields on the ticket form.
- Ticket number;
- Receiving time — ticket creation date and time;
- Ticket channel — the channel through which the incoming/outgoing ticket was received;
- Customer name;
- Customer contact — client’s e-mail, from which the request came;
- Client e-mail — all email-аddresses of the client, which are specified in the interface, in creation/editing forms of the client;
- Client phone;
- Client company;
- Ticket subject;
- Attachments
- Status current — ticket status as at today's date;
- Status on a date — ticket status on the reporting date;
- Date of status change;
- Current type — ticket type at the time of report uploading;
- Current priority — ticket priority at the time of report uploading;
- Agent;
- Time of the first response — period from ticket creation to sending the first public response of the user;
- Date of the first response;
- First comment time — period from ticket creation to the first internal comment of the user;
- Close date — the period from the time the ticket was created until the ticket was moved to the «Solved» or «Closed» status;
- Applied triggers;
- Tags;
- Solved by first reply — the ticket went to the status «Solved»/«Closed» with the first response from the user;
- Number of agent responses;
- Number of agent comments;
- Number of client responses;
- Custom fields — all additional fields on the ticket form.
Note! If you reply to a client or transfer a ticket to the status «Solved»/«Closed» outside of business hours. Then the system will not include such indicators in the report.
3. Tag report
The table shows the list of tags that were applied to chats and tickets during the specified period. In addition, the number of tickets with this tag, their share of all received requests and the difference with the previous period. The report on tags will allow selecting the most frequent questions from clients. Save the report in .xlsx, .csv or .pdf format.
4. Triggers
The tables contain a list of triggers that were applied to chats and tickets during the specified period. In addition, the number of tickets with this trigger or macros, their share from all received and the difference with the previous period is specified.
The report on triggers will help to highlight the shareof automated responses. Save the report in .xlsx, .csv, or .pdf format.
5. Templates
The template report will highlight the proportion of automated responses. Save the report in .xlsx, .csv, or .pdf format.
6. Metrics for Query Performance
6.1 Response time — a report that shows the agent's response time to the client's messages in the request. Includes options:
- First — the period from the time when the ticket was created to the time when the first user answer was sent. If there is an auto-reply after a first client message, and then a client writes a second message, the time of the first reply will be counted from the time passed from the second client message to the first agent message;
- Next — the time between the last message of the client without a response and the next response from the agent;
- Closing — the time from the moment the request is transferred from the statuses «New», «Open», «On hold» until the request receives the status «Completed», «Closed»;
- Comment — the time between the last unanswered customer message and the next internal comment from the agent.
The average value in response time for the selected period is indicated in brackets
6.2 Resolved by the first response — the percentage of requests that went to the «Completed»/«Closed» status with the first agent's response from the total number of tickets with the same statuses;
Average for the entire period — the average value for the selected period.
6.3 Replies to solve — the average number of agent messages from the moment of creating a request until the transition to the status «Completed»/«Closed».
6.6 Closing time — the period from the time the request was created until the ticket was transferred to the «Completed» or «Closed» status. The periods are divided into segments equal to 0–5 minutes, 5–15 minutes, 15–30 minutes, 30–60 minutes, more than 60 minutes. Each segment shows the number of requests and the percentage of the total (%).
6.7 Received and Completed Tickets — the proportion of tickets received / executed during and after working hours.
