Overall Introduction to Ticket Statistics

——Offer real-time feedback on all ticket status of the enterprise and make statistics on the completion efficiency of ticket processing nodes, ticket categories, satisfaction and ticket processing efficiency of agent

Role of Ticket Statistics

Ticket statistics is the analysis and statistics of the source, status, processing progress, processing efficiency and other dimensions of all tickets created by the enterprise. It reflects the business situation represented by enterprise tickets through data analysis of different reports and indicators, thus improving efficiency and service quality.

Preparation

● Create, flow and process several tickets as calculation and statistical objects of ticket statistical tables.

● Create a ticket agent account and a ticket skill group. Multiple statistical tables can be grouped or queried for specific agent to make data statistics. Please set agent and group in advance to view the statistical results.

Related article: Agent and Group Guide

● Create a ticket processing timeliness SLA scheme. Ticket statistics records and counts the completion of ticket processing timeliness for each scheme. Please set the ticket processing timeliness SLA scheme in advance to view the statistical results.

Related article: Ticket Processing Timeliness SLA Guide

● Create custom fields, ticket categories, ticket templates, submission templates or other ticket related attribute contents to help you quickly filter and view statistical results.

Main Functions of Ticket Statistics

Ticket statistics is the calculation and statistics of related indicators for different dimensions of tickets. Different indicators in the report reflect different information. You can view different reports according to the information you need.

● 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.

Related article: [Ticket Statistics Overview Guide](/pages/c11783/)

● Agent Workload

Agent workload is the statistics on multiple key nodes in the complete processing workflow of tickets by agents and nodes and helps you understand workload and work efficiency of agent in different periods.

Related article: Agent Workload Guide

● SLA Statistics

After the enterprise sets the ticket processing timeliness SLA, it can make statistics on the tickets meeting the SLA conditions and view the number and proportion of 1st response and FCR of tickets with different SLAs.

Related article: SLA Statistics Guide

● Category Statistics

Make statistics on the number of enterprise tickets created, number of tickets in the processing status, and the resolution rate through category, and support viewing the data by creation periods.

Related article: Category Statistics Guide

● Satisfaction Statistics

Tickets submitted by customers are evaluated after being resolved, and statistics can be made by agent, creation channel, and category dimensions to reflect the quality of agent processing tickets.

Related article: Satisfaction Statistics Guide