Tickets Performance: This page shows the Manager, performance of staff on Tickets based on various parameters as listed below
-Average First Response Time (hours) by Priority: This report shows average time taken for first response of Ticket based on priority. As shown in report, average first response time for high priority Ticket is 10.87 and average first response time for normal priority Ticket is 32.9.
-Average First Response Time (hours) by Category: This report shows average time taken for first response of Ticket based on category. As shown in report, average first response time for calendar is 94.03 and average first response time for email is 23.47 and so on.
-Average Time (hours) to Assign Tickets by Priority: This report shows how long it takes on average, to assign tickets based on their priority.
Example: For normal priority tickets, the average assignment time is 0.14 hours.
-Average Time(hours) to Assign Tickets by Category: This report displays the average time (in hours) it takes to assign tickets based on their category. It helps identify which categories may experience delays in assignment.
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-Average Time(hours) to Resolve Tickets by Priority: This report shows how much time, on average, it takes (in hours) to resolve tickets based on their priority level. For example, the report indicates that resolving tickets marked as "Normal" takes an average of 37.43 hours.
-Average Time(hours) to Resolve Tickets by Category: This report shows the average time (in hours) it takes to resolve tickets, grouped by category.
For example, as shown in the report, tickets with the category "Email" take an average of 222.23 hours to resolve.
-Average Time(hours) Taken by Staff to Resolve Tickets: This report displays the average time each staff member takes to resolve assigned tickets.
For example, as shown in the report, John Smith takes an average of 51.77 hours to resolve tickets.
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- Reopen Count by Staff: This report shows the number of tickets that were reopened, grouped by the staff they were assigned to.
For example, as shown in the report, John Smith has 1 ticket that was reopened.