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Tickets summary reports

Tickets summary section displays reports based on summary data of all recorded tickets. There are three classes of summary reports:

Submitted tickets

The Submitted summary report displays summary data on all tickets submitted between two dates and grouped by one of the data labels. The following report filters are available:

submitted tickets report filter

  • Between, and: To modify reporting period, type a new date in field or use calendar control
  • Group by: Group report data by one of the data labels:
    • Agent (assignee)
    • Queue
    • Topic
    • Customers
    • Customer group
    • Channel
  • Assignee, Queue, Topic, Channel (submission channel), Customers (type: Registered or Unregistered): Select appropriate value from the select list, or leave default for all values
  • Show overdue: Select Yes to include number of overdue tickets.

To run the report, click the Run Report button.

submitted tickets report data

For each selected Labels, the following aggregated information are available:

  • Label: The label name (Agent name, Queue name, etc.)
  • Tickets: number of all tickets
  • New, Working, Pending, Closed: number of tickets per each status
  • Billable: Total billable time recorded during the processing of tickets in "Hours:Minutes" format
  • AVG Billable: Average billable time recorded during the processing of tickets in "Hours:Minutes" format
  • AVG Rating: Average rating of agent responses submitted by customers.

Tip

You can sort report by Label and Tickets - click the header name.

Closed tickets

The Closed summary report displays summary data on all tickets closed between two dates and grouped by one of the data labels. The report filters are the same as in the Tickets summary - Submitted report above, except the Show overdue filter does not exist.

closed tickets report filter

To run the report, click the Run Report button.

closed tickets report data

For each selected Label, the following aggregated information are available:

  • Label: the label name (Agent name, Queue name, etc.)
  • Tickets: number of all closed tickets
  • Overdue: number of overdue tickets
  • Response: total time elapsed between submission of all tickets and their first ticket agent's reply. Format: "Days Hours:Minutes"
  • AVG Response: average response time. Format: "Days Hours:Minutes"
  • Resolution: total time elapsed between submission of all tickets and their closure. Format: "Days Hours:Minutes"
  • AVG Resolution: average resolution time. Format: "Days Hours:Minutes"
  • Billable: Total billable time recorded during the processing of tickets in "Hours:Minutes" format
  • AVG Billable: Average billable time recorded during the processing of tickets in "Hours:Minutes" format

Tags

The Tags report displays summary data on all tickets submitted between two dates aggregated by tags. The report filters are the same as in the Tickets summary - Submitted report above, except the Label parameter does not exist.

classified tickets report filter

To run the report, click the Run Report button.

For each ticket tags, the same aggregated information as in the Submitted summary report are displayed.

classified tickets report data

Note

Since a ticket may have more than one tag, the total number of tickets could be different than in the Submitted summary report.