Reports
Reports are used in monitoring the statistics of tickets' flow and support quality.
They are divided into two separate menu actions:
- Refresh Statistics which is used to keep statistics up-to-date, and concentrate data for display.
- Reports which is used in visualizing data.
These actions can be selected from the menu drop-down in the Customers -> Help Desk MX section.
Reports contain the following metrics:
- New tickets
- Changed tickets
- Solved tickets
- 1st Reply Time (in hours)
- Total Responses
The statistics of tickets' flow and support quality
- If you have not gathered statistics recently, go to Customers -> Help Desk MX and select Refresh Statistics. It will force data gathering, after which you will be redirected to the Reports page that has been updated with current data;
- Press the button on the top bar to show a chart concerning the following parameters:
- Hour of Day - shows a current day statistics;
- Day - shows daily statistics;
- Week - shows weekly statistics;
- Month - shows monthly statistics.
- Year - shows yearly statistics.
- User Name - shows statistics per staff member.
- Reports will be automatically refreshed