Analytics 101
Without customization, you can view the following for you entire organization:- Total interactions
- Total bugs
- Total feature requests
- Total questions asked
- Total escalations
- Total resolutions
- Average Response Time (per day): This is calculated by finding the average time between when all tickets move from needs response to the open status
- Average Resolution Time: The average across all tickets for when a ticket is first created to when it goes to the closed status state
- Time to First Response: The average time a reply is given a support ticket when it is first created
- SLA Breach Duration: If SLA’s are setup, this metric will calculate the total average time tickets stay in the breached status state
