OverviewUpdated 3 months ago
In the Overview section, you will see a graph for:
- Support Volume (number of tickets created, replies by agents and closed)
- Resolution Time (the time between the first message from the customer and the last message from agent or rule when ticket got closed)
- First Response Time (the time between the first message from the customer and the first message from the agent)
- Busiest Time of the Week (tickets created per hour per day of the week).
You can also hover over the small 'i' icon next to the metric name for a reminder of what the graph is showing exactly.
The resolution time and the first response time are shown in percentiles, graphically. For the busiest time of the week, the results are showing the total ticket volume.
You can also download these data sets as a CSV file by clicking the icon on the right-hand side.
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