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Why am I not able to filter the Helpdesk In-depth Report based on group and agent name?
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Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?
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How is the "Tickets Re-opened" metric calculated if a ticket is reopened multiple times?
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How are FCR%, First Response SLA%, and Average First response time metrics calculated for Agent Performance Report?
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Do "Waiting on Customer" and "Waiting on Third Party" statuses affect the average response time?
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How do I check the number of overdue tickets for an agent?
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Can I change the default values while running a report?
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How does the Top-Customer Analysis Report work?
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I see that there is a new reporting feature called "Ticket lifecycle" added to my panel. Please brief me about this.
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How do I find the number of replies sent by my agents?