Reports

Overview

The Reports section provides analytics and insights into your support operations. Track performance, identify trends, and make data-driven decisions.

Accessing Reports

Navigate to Reports in the sidebar to view support analytics.

Available Reports

Ticket Volume

Track incoming ticket trends:

Tickets created per day/week/month
Volume by category
Volume by priority
Peak hours analysis

Response Time

Measure response performance:

Average first response time
Average resolution time
Response time by category
Response time by agent

SLA Performance

Monitor SLA compliance:

SLA compliance rate
Breached tickets count
At-risk tickets
Trends over time

Agent Performance

Track individual performance:

Tickets handled per agent
Average response time per agent
Resolution rate per agent
Customer satisfaction per agent

Category Analysis

Understand issue distribution:

Tickets per category
Resolution time by category
Recurring issues
Category trends

Report Filters

Filter reports by:

Date range
Category
Priority
Agent
Status
Customer

Dashboard Metrics

The dashboard shows key metrics at a glance:

Quick Stats

Open tickets count
Pending tickets count
Today's new tickets
Today's resolved tickets

Performance Indicators

Average response time
SLA compliance rate
Customer satisfaction score
Resolution rate

Trends

Ticket volume chart
Response time trend
Category distribution

Exporting Reports

Export Options

CSV download
PDF report
Email scheduled reports

Scheduling

Set up automatic report delivery:

Go to report settings
Enable scheduled reports
Set frequency (daily/weekly/monthly)
Add email recipients
Save

Using Reports Effectively

Daily Review

Check daily:

Open tickets count
At-risk SLA tickets
Unassigned tickets

Weekly Analysis

Review weekly:

Volume trends
Response time trends
Agent workload

Monthly Reports

Analyze monthly:

Overall SLA performance
Category distribution changes
Staffing needs

Best Practices

Check reports regularly - Make it a daily habit
Set benchmarks - Define target metrics
Act on insights - Use data to improve processes
Share with team - Keep everyone informed
Track trends - Look for patterns over time
Adjust as needed - Update targets based on reality