Using the Reporting Overview
- Click the Analytics module.
The Overview opens by default. - Select a Reporting Period from the drop-down menu in the upper-right corner.
You can select one of the 9 predefined date ranges or custom: - Last 24 Hours
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Current week
- Last week
- Current month
- Last month
- Custom
- Examine the information that appears within the widgets of the Overview tab.
- Open: The number of tickets that are currently open and being worked upon by your agents.
- Overdue: The number of tickets that are open and have overshot their due period.
- Unassigned: The number of tickets that are yet to be picked up by agents or assigned to them automatically.
- New Tickets: The number of new tickets created during the reporting period.
- Closed Tickets: The number of closed tickets during the reporting period. The closed tickets may not necessarily be created during the reporting period.
- Backlog Tickets: The average number of unsolved tickets during the reporting period. Backlog refers to the tickets that were left open at the end of each day. The backlog tickets may not necessarily be created during the reporting period.
- Select a Reporting Period from the drop-down menu in the upper-right corner.
- Click the individual stats block to view their data in the graph.
Select two or more stats block to compare their metrics. - You can hover and click on the data points to see the daily figures for the metric.
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