Ticket Agent Performance Report
Learn how to generate Ticket agent performance report here.
info
Only an admin can download reports.
| Sno | Field | Description | Comments |
|---|---|---|---|
| 1 | Date | The date for which the report is generated | Format is DD-MM-YYYY |
| 2 | Agent Name | Name of the agent | |
| 3 | Agent Email | Email ID of the agent | |
| 4 | Group name | All the group names to which the agent belongs | If agent belongs to multiple group, all the group names will be listed here |
| 5 | Assigned tickets | Total number of new tickets that were assigned to the agent on the selected date | Including ticket transfers |
| 6 | Resolved tickets | The total number of tickets assigned to agent that were resolved on the selected date. | The ticket may have been created inside/outside the selected date. |
| 7 | Transfers made | The total number of tickets assigned to the agent that were transferred on the selected date. | |
| 8 | Reopened tickets | Total number of tickets assigned to the agent that were reopened on the selected date | If a ticket is reopened multiple times, the reopened ticket count would still be 1 for that ticket |
| 9 | Agent first response time [HH:MM:SS] | The average time taken by the agent to send the first response for the tickets, from when it was assigned to them. | Only the tickets whose first response were sent during the selected time period will be taken into account |
| 10 | Agent response time [HH:MM:SS] | The average time taken by the agent to reply back to each of the customer's response in the tickets assigned to them on the selected date | |
| 11 | Agent resolution time [HH:MM:SS] | The average time spent by the agent to resolve tickets on the selected date | Resolution time = Resolved timestamp - In progress timestamp - (Time spent on Onhold + Pending statuses) |
| 12 | Avg. responses to resolution | The average number of outgoing responses an agent sends in resolving the tickets assigned to them. | |
| 13 | Total SLA triggers | Total count of SLAs triggers [achievements + breach] applicable to the agent on the selected date | Each ticket that is assigned to an agent can have a max of 1 FRT SLA, 1 Resolution SLA and X no. of Response time SLAs. So, Total SLA triggers = 1+1+X |
| 14 | Total SLA achievements | Total number of times where the agent successfully achieved the applicable SLAs on the selected date | |
| 15 | Total SLA breaches | Total number of times where the agent breached the applicable SLAs on the selected date | |
| 16 | FRT SLA achievements | Total number of times the agent met the specified FRT SLAs on the selected date | i.e Of all the tickets where FRT was sent, how many were achieved under the set limits |
| 17 | FRT SLA breaches | Total number of times where the agent breached the specified FRT SLAs on the selected date. | i.e Of all the tickets were FRT was sent, how many were breached from the set limits |
| 18 | Response time SLA achievements | Total number of times where the agent met the specified response SLAs on the selected date | |
| 19 | Response time SLA breaches | Total number of times where the agent breached the specified response SLAs on the selected date | |
| 20 | Resolution time SLA achievements | Total number of times where the agent met the specified resolution SLAs on the selected date | |
| 21 | Resolution time SLA breaches | Total number of times where the agent breached the specified resolution SLAs on the selected date | |
| 22 | Agent available duration [HH:MM:SS] | The total time spent by the agent under the available status on the selected day | |
| 23 | Agent busy duration [HH:MM:SS] | The total time spent by the agent under the busy status on the selected day | |
| 24 | Agent away duration [HH:MM:SS] | The total time spent by the agent under the away status on the selected date | |
| 25 | Custom status duration [HH:MM:SS] | The total time spent by the agent under the custom statuses, if any, on the selected date |
Note
- The same ticket reopened & resolved multiple times will still have its count as 1 [Assuming it is happening in the same date]
- If I assign, resolve and reopen an email ticket on the same day, then;
Assigned - 1 Resolved - 0 Reopened - 1
- If I reopen a resolved ticket from yesterday, today. The resolved count for the previous day [yesterday] would be -1 [minus one]. This is because that ticket is no longer under the resolved status and would not be counted for the same.
For eg: Ticket #17 created on Jan 1, 2022 and resolved on the same day. Agent performance report for 01/01/2022 is as follows; 01/01/2022 - Assigned [1], Resolved [1], Reopened [0]
On Jan 2, 2022, if the same ticket (#17) is reopened, the report is as follows; 01/01/2022 - Assigned [1], Resolved [0], Reopened [0] 02/01/2022 - Assigned [0], Resolved [0], Reopened [1]
- If a ticket spans mulitple days, the resolution time for that ticket will only be updated on the day agents resolve that ticket,
For eg: Day 1 Assigned - 1 [Ticket got assigned] Resolved - 0 Resolution time - 0
Day 2 Assigned - 0 Resolved - 0 Resolution time - 0
Day 3 Assigned - 0 Resolved - 1 [The ticket was finally resolved] Resolution time - 72:00:00 etc.,
- If a ticket spans multiple days and is also transferred between agents back & forth, the agent who was assigned to the ticket when resolved will only get the Resolution time in the agent performance report and not the other agents.