| What | Ticket data gathered to provide
big picture insights into the most
valuable ticket metrics and
happiness ratings, as well as
article and search insights for
your knowledge bases. |
| Why |
|
| Who |
|
| When | A department
lead wants to
see how agents are
handling
ticket volumes for the
week. An agent wants to see how
their response volume
performance ranks against
other agents. |
| What | Ticket data gathered to provide
big picture insights into the most
valuable ticket metrics and
happiness ratings, as well as
article and search insights for
your knowledge bases. |
| Why |
|
| Who |
|
| When | A department lead wants to
see how agents are handling
ticket volumes for the
week. An agent wants to
see how their response volume
performance ranks against
other agents. |
Before you
start
Applying the following
affects the data displayed in
reports:
Happiness ratings must be turned
on for your site and at least one inbox in
order to show happiness data in
reports.
Ticket and agent-related reports
exclude archived agents by
default. Use the agent filter to include
archived agents in the source information
populating the reports.
Access reports
The individual reports can be found in
the
site-level Reports area.
- Click Reports in the main
navigation.
- Select the relevant report tab.
Individual
reports
| Report | Purpose |
|---|---|
| Overview | High-level insights into the
most valuable ticket
metrics. |
| Activity | Timeline of activities
occurring across
tickets. |
| Tickets | Granular insights into ticket
volumes, response times,
resolution times, and where your
team's resources are most
spent. |
| Team | Deep-dive into agent
performance based on ticket
interactions. |
| Time | Time-based insights into
where agents are spending most
of their time. |
| Help
Docs | Usage metrics and activity
insights into your Help Docs
sites and articles. |
| Happiness | Insights
into overall
customer
happiness and
the
distribution
of happiness
ratings across
tickets. |
| Report | Purpose |
|---|---|
| Overview | High-level insights into the
most valuable ticket
metrics. |
| Activity | Timeline of activities
occurring across
tickets. |
| Tickets | Granular insights into ticket
volumes, response times,
resolution times, and where your
team's resources are most
spent. |
| Team | Deep-dive into agent
performance based on ticket
interactions. |
| Time | Time-based insights into
where agents are spending most
of their time. |
| Help
Docs | Usage metrics and activity
insights into your Help Docs
sites and articles. |
| Happiness | Insights
into overall
customer
happiness and
the
distribution
of happiness
ratings across
tickets. |
Business hours
impact
Using the business hours feature
impacts the data generated in reports.
⚠️ Business hours
are not retroactively
applied to reports.
| Setting | Impact |
|---|---|
| Business hours turned off | All reports are calculated
based on 24/7 data. |
| Business hours turned on | Report data is calculated
based on the set
working
hours going
forward.
|
| Multiple active schedules | All schedules are
factored into the
reports. |
| Setting | Impact |
|---|---|
| Business hours turned off | All reports are calculated
based on 24/7 data. |
| Business hours turned on | Report data is
calculated
automatically based on the set
working
hours going
forward.
|
| Multiple active schedules | All schedules are
automatically factored
into the
reports. |