Real Time
The Real-Time report gives an at-a-glance view of all ticket handling status and agent performance. This report keeps you informed in real-time of all conversations generated from your Inbox channels.
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You can view Website, Chat Queue, Agent Real Time Reports.
Widget | Description |
Unassigned Tickets | The total number of tickets that haven’t been assigned to any departments or agents. |
Open Tickets | The number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold. |
New tickets | The number of tickets that haven’t been replied to yet. |
Pending Internal Tickets | The number of tickets that require an internal party’s action. |
Pending External Tickets | The number of tickets that are waiting for an external party to reply. |
On Hold Tickets | The number of tickets that agents plan not to reply to right now and mark these tickets' status as On Hold for further check. |
Urgent Tickets | The number of tickets with Urgent priority. |
High Priority Tickets | The number of tickets with High priority. |
Created Tickets | The number of tickets created. |
Resolved Tickets | The number of tickets resolved. |
Replied Tickets | The number of tickets replied. |
Volume(Inbox)
The Inbox Volume report shows how many tickets occurred on your site within a specific time period.
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After set Time Range, you can view Inbox volume by Agent, Chat Queue, Channel, Channel Account.
Widget | Description |
Open Tickets | The number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold. |
Created Tickets | The number of tickets created within the defined time period. |
Replied Tickets | The number of tickets replied within a defined time period. |
Transferred Tickets | The number of tickets transferred within a defined time period. |
Resolved Tickets | The number of tickets resolved within a defined time period. |
Visitor Messages | The number of messages received from visitors in all tickets. |
Agent Messages | The number of messages sent by agents in all tickets. |
Efficiency
The Inbox Efficiency report shows the agent’s average response time, average first response time, and the average time to close a ticket.
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Widget | Description |
Total Agent Response Time | The total amount of time it takes for all agents to respond to tickets. |
Avg. Agent Response Time | The average amount of time it takes for an agent to respond to a ticket. |
Avg.Ticket Time | The average amount of time it takes an agent to resolve a ticket. |
Min.Response Time | The min amount of time it takes for an agent to respond to a ticket. |
Max.Response Time | The max amount of time it takes for an agent to respond to a ticket. |
SLA Policies
The Inbox SLA Policies report shows the agent’s SLA policies details by Agent, Chat Queue, and SLA policy.
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Metrics in this report include:
Widget | Description |
SLA First Response Rate | The percentage of the number of tickets whose first responses were sent within the SLA divided by the total number of tickets that matched this SLA policy. |
SLA Avg. First Response Time | Total time of first responses that were sent within the SLA divided by the number of tickets whose first responses were sent within the SLA. |
SLA Next Response Rate | The percentage of the number of tickets whose next responses were sent within the SLA divided by the total number of tickets that matched this SLA policy. |
SLA Avg. Next Respond Time | Total time of next responses that were sent within the SLA divided by the number of tickets whose next responses were sent within the SLA. |
SLA Resolution Rate | The percentage of the number of tickets that were resolved within the SLA divided by the total number of tickets that matched this SLA policy. |
SLA Avg. Resolution Time | Total time of resolution that were done within the SLA divided by the number of tickets which were resolved within the SLA. |
Breached Tickets | The number of tickets that breached the SLA goal. |