The support team operates round-the-clock to ensure uninterrupted customer service and operations. This is why it's important to ensure the team functions smoothly and is equipped to handle exigencies.

For example, in a customer support team of 50 agents handling tickets, chats, and calls, the manager must monitor agent performance and key metrics like availability, ticket resolution time, quality of resolutions, and SLA compliance.

Admins can monitor reports like SLA Compliance, Reopened Tickets, and Resolution Time to oversee operations and optimize workflows.

Agents are benefited from reports such as agent availability and agent performance to track their progress and improve service delivery.

Profiles	Reports	Purpose
Agents & Admin	Agent Availability	Track the login and logout time, and check the working hours of the agents.
	Agent Performance	Monitor an agent's performance with key metrics such as rating, first response time, resolution success, etc.
Agents	Incoming Threads	View the response status and SLA metrics of incoming Tickets threads.
Admin	Lifecycle Report	View the transition of a ticket from one stage to another.
	Reopened Tickets	View tickets reopened at any point of their lifecycle.
	Resolution Time	View how long it takes your agents to resolve their tickets.
	Response Time	View how long it takes your agents to respond to their tickets.
	SLA Tickets	View tickets by their achieved and violated instances for SLA targets.
	Tickets Stages	Track ticket progress, identify bottlenecks, and improve efficiency by analyzing the time spent in each stage of the ticket lifecycle.

This report is useful for managers to monitor when agents are available to handle customer queries. They can also find out the amount of time the agents are unavailable during their working hours, which can be used to calculate agent cost per hour. 

For example, let's say Laura is the team lead and is responsible for ensuring that the team meets the Service Level Agreements (SLAs) without any hindrances. However, there have been some recent escalations that resulted in SLA violations. Laura can review the Agent Availability Report to identify trends in SLA breaches, instead of micromanaging the team members' login and logout hours to check if they were efficient. By filtering by department and agent, Laura will be able to pinpoint high-ticket volumes during specific shifts. This will help her proactively delegate the workload and add more team members during peak hours.

Clicking on the number of sessions will provide a detailed view of the login and logout time of the agent. 

If a customer support team has 10 agents for a product and the manager wants to assess their performance, there are multiple metrics to be considered before evaluating.

Here are some of the metrics used to measure the agent performance:

The agent performance report provides insights on the above metrics for each agent, helping the manager identify efficiency and train agents on the places required.

For example, if an agent has a higher count of bad ratings or SLA violations, it could indicate they need more training. 

In an organization, there will be multiple sources, such as email, chats, and tickets, through which the customer posts their query. If a manager wants to track the number of queries received on a particular day from a particular channel, then the Incoming Threads report can be used. It helps the manager to assign agents based on the volume of tickets received in each channel. For example, if there are multiple tickets coming in via WhatsApp and not by email, then the manager can reallocate a few agents from the email team to handle whatsapp queries. This will ensure that the customer queries are handled promptly. 

Click the request ID to view the ticket details, and click the contact name to view the details of the contact who raised the query. 

The lifecycle report helps map project milestones to ticket stages, providing a clear view of a project's progress. Each ticket stage, such as 'Demo Completed,' 'QA Completed,' and 'Dev Completed,' represents a key milestone in the project's journey. By using the lifecycle report, users can easily track where each ticket stands, ensuring the project moves smoothly toward completion.

To track the progress of a ticket, a manager or team lead must review each ticket individually, checking logs to see when the ticket was raised, when the status changed, and the time a ticket spent in every stage.

Tickets can be reopened due to multiple reasons, such as unresolved issues, recurring problems, or dissatisfaction with the resolution provided.  

If multiple tickets are being reopened for a specific team, it could indicate that there are some flaws in the resolution process, or agents do not have the in-depth knowledge or the issue requires a different way of handling.

This reopened tickets report can help managers and teams identify patterns, recurring issues, or gaps in the resolution process. By analyzing each ticket, they can identify the areas for improvement to enhance customer experience so that they do not receive recurring similar tickets. For example, they could add tags to these tickets to identify similar issues, or simply create an assignment rule to filter our recurring issues. 

The time required to resolve tickets can vary, with some tickets taking lesser time and others taking longer due to their complexity, dependency on the customer or other departments, or the need for further investigation.

The ultimate purpose of the resolution time report is to measure and track the time the agents take to resolve tickets from the time it was created until they are closed.

If a ticket is showing longer resolution time, the manager can click on the ticket ID to review the details, understand the reasons for the delay, and identify ways to streamline the handling of similar issues in the future. By implementing these insights, agents can resolve similar tickets more efficiently, leading to faster resolutions and improved customer experience.

If the resolution time is shorter, the manager can evaluate how the agent achieved a quick resolution and proactively share these best practices with other agents to boost overall efficiency.

Every organization that works with their customers will have a timeframe defined within which an agent should send the first response and subsequent responses. 

For example, the team can set an SLA that the first response for any customer ticket must be sent within an hour of ticket creation.  

The time that the agent takes to send a response to the customer is calculated as the response time. 

If a team has 10 agents, the manager doesn't have to go through each ticket to identify if this response time SLA is met. Instead, the response time report could be used to identify if all the responses are sent on time, or if there is a delay. 

If a ticket was raised on January 23rd, but the response was sent on 28th, the manager can review the details to understand the reason behind the delay. This could be due to factors like holidays, lack of awareness of the process, or workload challenges. By identifying the cause, the manager can provide additional training on SLA processes, adjust workload distribution, or plan for additional support during holidays to ensure timely responses in the future.

Every organization sets a specific SLA to ensure timely and consistent response to customers. 

These SLAs define specific time of the support process, such as the response time for a newly created ticket, time taken to close high priority tickets, and duration to close on hold tickets.

The SLA ticket report will highlight the  SLAs that were violated, the violation type, and time taken to respond after SLA elapsed.  

For example, as per the SLA, all high priority requests must be closed within 24 hours of created. But due to the complexity of the issue, it took 48 hours for the agent to troubleshoot, provide a resolution, and close the ticket. The SLA report will highlight such lapses. Managers can identify the underlying reason and revise SLA guidelines for similar tickets. 

Similar to the Lifecycle report, the Ticket Stage Report provides a detailed view of each ticket's progress through its stages, helping managers track workflow, identify delays, and address bottlenecks. By analyzing time spent at each stage, managers can improve resource allocation, enhance the workflow, and make informed decisions to ensure a more efficient and transparent process.