Column Name | Description |
Agent Responded Time | The date and time when an agent last sent a reply to the ticket. |
Created By | The agent who created the ticket. |
Created Time | The date and time when the ticket was created. |
Customer Responded Time | The date and time when a customer last sent a reply to their ticket. |
First Response Time in Business Hours | The number of minutes or hours passed from the time a customer first submits their ticket and an agent first replies to it, measured in business hours. |
Happiness Rating | The happiness rating left by the customer on the ticket. |
Is Escalated | Whether the tickets escalated (true) or not (false) due to an SLA breach. A true value indicates an escalation at any point in the ticket's life cycle. |
Is Overdue | Whether the ticket has been resolved (false) within the due time specified by the SLA or not (false). A true value indicates that the ticket is currently open and overdue. |
Modified By | Indicates the agent who last updated the metadata of the ticket. |
Modified Time | The latest date and time when the ticket was modified. |
Number of Comments | The number of public and private comments left on the ticket. |
Number of Outgoing | The total number of outgoing conversations for the ticket, excluding comments. |
Number of Reassign | The number of times the ticket got reassigned among your agents or teams. |
Number of Reopen | The number of times the ticket got reopened ever since it was closed for the first time. For example, when you choose to reopen a ticket on receiving a bad rating, it will be considered one instance. |
Number of Responses | The number of first replies sent preceding a customer conversation. For example, an agent may reply a dozen times after receiving a customer's reply. But the system will count the number of responses here as just one. |
Number of Threads | The total number of incoming and outgoing threads for the ticket, excluding comments. |
Resolution Time in Business Hours | The number of minutes or hours passed from the time a customer first submits their ticket and when that ticket is solved (i.e., closed) measured in business hours. |
SLA Name | The name of the SLA applied to the ticket. |
SLA Violation Type | Indicates whether the ticket has breached an SLA and, if yes, what type of breach. For example, it displays the following: Not Violated, First Response Violation, Response Violation, and Resolution Violation. |
Ticket Age | The number of minutes or hours passed between the time a customer submits their ticket and the current date and time. |
Ticket Closed Time | The date and time when the ticket was last closed. |
Ticket On Hold Time | The date and time when the ticket was moved to an on hold state. |
Time to Respond | The date and time by which an agent should respond to the ticket. |
Total Response Time in Business Hours | The sum of the minutes or hours passed between every customer reply received on a ticket and a response sent to it by an agent. |
Total Time Spent | The number of minutes or hours your agents spent working on a ticket. It includes both billable and non-billable time entries. |
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