# Ticket report

## Ticket report interface

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/eNaysptOwPeJo5u158nI/image.png" alt=""><figcaption></figcaption></figure>

### (1) Information filter

* **Time:** the time the ticket was created on the system&#x20;
* **Account manager:** agent assigned on ticket&#x20;
* **Group:** agent group assigned on the ticket
* **Channel:** ticket generation channel&#x20;
* **Status:** the ticket status at the time of viewing the report&#x20;
* **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&#x20;
  * **Calls:** tickets are automatically generated by the system from inbound/outbound calls&#x20;
  * **Livechat:** tickets created from Livechat channel&#x20;
  * **Facebook:** tickets from Facebook channel (including comment channel and chat channel)&#x20;
  * **Zalo:** tickets created from Zalo channel&#x20;
  * **Email:** tickets generated from email channel
* **Statistics of the number of tickets recorded by status**
  * **New:** the ticket has a status of new&#x20;
  * **Processing:** the ticket with status as processing&#x20;
  * **Pending:** the ticket with status as pending&#x20;
  * **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&#x20;
* **Total number of completed tickets:** number of tickets with closed status filtered by time&#x20;
* **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&#x20;
* **Number of first-response tickets reaching SLA**: number of tickets within the first-response SLA (time of first-response SLA set by the company)&#x20;
* **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&#x20;
* **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)&#x20;
* **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