Section 8
1 min read
Reports
Reports are available to super admins, agents and viewers. KB editors see a restricted-access notice.
Date range. Choose Last 30 Days (default), Today, Yesterday, Last 7 Days, This Month, Last Month, This Quarter, Last Quarter, Year to Date, Last 12 Months, or Custom Range with From and To dates. Export CSV and Print / PDF apply to the current tab.
| Tab | Shows |
|---|---|
| Overview | Total, open and closed tickets, closure rate, average response and resolution; created versus resolved over time; status and priority distribution; resolution and first-response SLA compliance; response times; ticket sources |
| By Customer | Top customers by volume, and a table of total, resolved, open and average resolution per customer |
| By Contact | The same by requester, with an unmatched chip for emails that have no contact record |
| By Agent | Top performers, current workload, and a table with total, resolved, open, average response, average resolution and SLA compliance per agent |
| Ticket Source | Volume and trend per channel, with a table per source |
SLA percentages turn amber below 90 percent and red below 75 percent.