Ticket Statistics Overview Guide

——Summarize the enterprise ticket data and compare and view the ticket processing status and efficiency.

Role of Ticket Statistics Overview

Overview is the real-time query and statistics of enterprise tickets, which mainly reflects the overall number of tickets created in a period of time, number and distribution of different statuses, and the resolution efficiency. Through the overview report, you can learn about the tickets within the query range in real time, comparison of number of different statuses at the current time, the proportion of source channels, and 1st response and FCR time, and view the specific tickets according to different indicator data.

Figure 1: Overview

Main Functions of Ticket Statistics Overview

● Data Filter Rules and Conditions

1. Overview helps you view the current status and number distribution of tickets created by the enterprise in a period of time.
2. Some indicators of the overview support drill-down. You can directly view the tickets included in this statistical data.
3. The agent who can view the overview page can also view all data and tickets in the overview.

● Indicator Description

Indicator Name	Indicator Definition
Created Tickets	The number of created tickets in the selected range
All Processed	The number of resolved or closed tickets created in the selected range, including trigger change status.
Agent Processed	The number of resolved or closed tickets created in the selected range, only including agent manual change.
All Closed	The number of closed tickets created in the selected range, including trigger change status.
Agent Closed	The number of closed tickets created in the selected range, only including agent manual change.
Unassigned	The number of tickets created in the selected range with no receiving agent and receiving agent group
Not Received	The number of not received tickets created in the selected range
Processing	The number of processing tickets created in the selected range
Waiting for Reply	The number of tickets created in the selected range waiting for reply
Assigned	The number of tickets created in the selected range with receiving agent and receiving agent group
Deleted	The number of deleted tickets created in the selected range
Unprocessed	Total number of tickets created in the selected range not received, processing and waiting for reply
Avg. 1st Response Time	Avg. 1st Response Time = Sum of 1st Response Time / Sum of 1st Response Tickets; 1st response ticket no. is no. of processed (replied or edited) tickets; Sum of 1st Response Time = Σ (1st Response Time - Creation Time).
Avg. Agent FCR Time	Avg. Agent FCR Time = Sum of FCR Time / No. of Resolved Tickets; No. of Resolved Tickets = Resolved or Closed Tickets Manually Selected by Agent; Sum of FCR Time= Σ (RCR Time - Creation Time).
Avg. FCR Time	Avg. FCR Time = Sum of FCR Time / No. of Resolved Tickets; Resolved Tickets = Resolved or Closed Tickets; Sum of FCR Time= Σ (RCR Time - Creation Time).
Trigger Auto-Handle	The number of resolved or closed tickets created in the selected range, only including trigger auto-change.
Trigger Auto-Close	The number of closed tickets created in the selected range, only including trigger auto-change.