Ticket report

The ticket report visually reflects the number of tickets assigned to each generated channel and the ticket status, giving the manager a comprehensive view of the contact center system.

Ticket report interface

(1) Information filter

• Time: the time the ticket was created on the system

• Account manager: agent assigned on ticket

• Group: agent group assigned on the ticket

• Channel: ticket generation channel

• Status: the ticket status at the time of viewing the report

• Export data: export search data by filter to computer. The file is in the excel format

(2) Statistic chart

• Statistics of the number of records by channel (users can click on the captions to hide the corresponding charts)

  • New creation: the ticket is created manually by the agent

  • Calls: tickets are automatically generated by the system from inbound/outbound calls

  • Livechat: tickets created from Livechat channel

  • Facebook: tickets from Facebook channel (including comment channel and chat channel)

  • Zalo: tickets created from Zalo channel

  • Email: tickets generated from email channel

• Statistics of the number of tickets recorded by status

  • New: the ticket has a status of new

  • Processing: the ticket with status as processing

  • Pending: the ticket with status as pending

  • Closed: the ticket has a status of closed

(3) Result table of ticket report

• Total number of new status tickets: number of new status tickets filtered by time

• Total number of completed tickets: number of tickets with closed status filtered by time

• Percentage of tickets processed / total number of tickets received: percentage between the number of tickets with closed status and the total number of tickets filtered by time

• Number of first-response tickets reaching SLA: number of tickets within the first-response SLA (time of first-response SLA set by the company)

• Percentage of first-time responses reaching SLA/total number of received tickets: percentage between the number of first-response SLAs and the total number of generated tickets

• Number of processed tickets reaching SLA: the number of processed tickets within the SLA processing time (the time the SLA processes the tickets is preset by the company)

• Percentage of processed tickets reaching SLA/total number of received tickets: percentage between the number of tickets that pass the SLA that is processed and the total number of generated tickets