Ticket Agent Performance Report

To learn how to generate Ticket Agent Performance Report, click here.

info

Only an admin can download reports.

SnoFieldDescriptionComments
1DateThe date for which the report is generatedFormat is DD-MM-YYYY
2Agent NameName of the agent
3Agent EmailEmail id of the agent
4Group nameAll the group names to which the agent belongsIf agent belongs to multiple group, all the group names will be listed here
5Assigned ticketsTotal number of new tickets that were assigned to the agent on the selected dateIncluding ticket transfers
6Resolved ticketsThe 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.
7Transfers madeThe total number of tickets assigned to the agent that were transferred on the selected date.
8Reopened ticketsTotal number of tickets assigned to the agent that were reopened on the selected dateIf a ticket is reopened multiple times, the reopened ticket count would still be 1 for that ticket
9Agent 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
10Agent 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
11Agent resolution time [HH:MM:SS]The average time spent by the agent to resolve tickets on the selected dateResolution time = Resolved timestamp - In progress timestamp - (Time spent on Onhold + Pending statuses)
12Avg. responses to resolutionThe average number of outgoing responses an agent sends in resolving the tickets assigned to them.
13Total SLA triggersTotal count of SLAs triggers [achievements + breach] applicable to the agent on the selected dateEach 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
14Total SLA achievementsTotal number of times where the agent successfully achieved the applicable SLAs on the selected date
15Total SLA breachesTotal number of times where the agent breached the applicable SLAs on the selected date
16FRT SLA achievementsTotal number of times the agent met the specified FRT SLAs on the selected datei.e Of all the tickets where FRT was sent, how many were achieved under the set limits
17FRT SLA breachesTotal 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
18Response time SLA achievementsTotal number of times where the agent met the specified response SLAs on the selected date
19Response time SLA breachesTotal number of times where the agent breached the specified response SLAs on the selected date
20Resolution time SLA achievementsTotal number of times where the agent met the specified resolution SLAs on the selected date
21Resolution time SLA breachesTotal number of times where the agent breached the specified resolution SLAs on the selected date
22Agent available duration [HH:MM:SS]The total time spent by the agent under the available status on the selected day
23Agent busy duration [HH:MM:SS]The total time spent by the agent under the busy status on the selected day
24Agent away duration [HH:MM:SS]The total time spent by the agent under the away status on the selected date
25Custom 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.