Reports
The new dashboard contains Admin, Supervisor and Agent Snapshot with metrics that are role specific. These metrics would be made available on the Dashboard,...
Tue, 18 Jun, 2024 at 5:01 PM
FCR% = % of Number of tickets resolved after the first contact made by the customer divided by the total number of tickets resolved in the selected time per...
Tue, 18 Jun, 2024 at 5:01 PM
The agent snapshot would give detailed reports and tasks for that specific agent, while the admin snapshot would comprise of the reports and tasks for the w...
Tue, 18 Jun, 2024 at 5:01 PM
The performance reports take half an hour to get updated on the Forest/Enterprise plan and an hour on the Estate/Pro plan. For the accounts in Garden/G...
Tue, 18 Jun, 2024 at 5:03 PM
No, the email notifications or automated responses will not be counted as an agent response in the reports.
Tue, 18 Jun, 2024 at 5:04 PM
Please navigate to Reports -> Agent Performance Reports where you could see the metric called "Tickets re-assigned." This value would be th...
Tue, 18 Jun, 2024 at 5:15 PM
The ability to filter based on the Agents and Groups is only available from the Estate/Pro plan onwards. However, the Agent and Group performance repor...
Tue, 18 Jun, 2024 at 5:15 PM
The ticket export takes into account the merged tickets which are not included in the count for the reports. For example, if three tickets are merged t...
Tue, 18 Jun, 2024 at 5:15 PM
To make the new Reports more informative, we have made changes in the Architecture model of its working. As you might have noticed, we have added a num...
Tue, 18 Jun, 2024 at 5:17 PM
The option to schedule a report is available from Garden/Pro Plan onwards, for both On-Demand and Saved Reports. Please navigate to the Reports tab -&g...
Tue, 18 Jun, 2024 at 5:17 PM