5. Reports

a. Agent Billable Time Spent by Client Report

The Agent Billable Time Spent by Client Report displays how much time agents spent doing billable work for clients during a date range. 

b. Agent Login Report

The Agent Login Report displays the logins per day for users in the system over a specified date range. Note that you see the Agents Name (full name NOT the username), the time they logged in, the time they logged out, the total login time, and the IP address with that login. It is also important to note that if a user's login exceeds 12 midnight, their logout time will show on the previous days report.

c. Agent Performance Report

The Agent Performance Report will list all e-mail replies and comments over a specified date range. You will notice the Agents Name (full name), the Agent Login name, Replies, and Comments. Please note that this will list all replies to a ticket and does not only count the initial reply.

d. Agent Summary Report

The Agent Summary Report gives a date range breakdown for every agent, showing the Agent Name, Agent Login, the number of Email Handled, the Average Response Time, and the Average Time Logged In. Please note that the number of Emails listed here only includes initial e-mails that are replied to and resolved. It does not count further replies to the same e-mail. If the date of the e-mail is before the range of the report, it will not show up for that report, but would show up in a report of the date range of when the ticket was created.

e. Agent Ticket Assignment Report

The Agent Ticket Assignment Report gives a breakdown of the number of assigned tickets per queue grouped by the agent name. You can filter the report to choose a specific agent, or you may show all agents (default).

f. Average Initial Handle Time Report

The Average Initial Handle Time Report shows the average amount of time that elapses between a ticket opening and the first response made by an agent. You can filter this report by entering a specific date range, by group, by agent, or by queue.

g. Average Response Time Report

The Average Response Time Report shows the average amount of time it takes to respond to/forward a requesters ticket. You can filter this report by entering a specific date range, by group, by agent, or by queue.

h. Average Total Handle Time Report

The Average Total Handle Time Report shows the amount of time elapsed between a ticket being opened/reopened and being resolved by an agent. You can filter this report by entering a specific date range, by group, by agent, or by queue.

i. Group Assignment Overview

The Group Assignment Overview report shows which user is assigned to a group. It will list the Agents Name, their Email Address, and their Agent Login name. You may filter this report by a specific group, or show all groups.

j. Group Summary Report

The Group Summary Report gives a date range breakdown by group for each agent, showing their average handle time and number of e-mails handled (actual number of e-mails, not replies).

k. Queue Summary Report

The Queue Summary Report gives a date range breakdown by queue for each agent, showing their average handle time and number of e-mails handled (actual number of e-mails, not replies).

l. Service Level Report

The Service Level Report shows what percentage of e-mail was responded to an agent within a given number of hours. You can filter this report by date, the number of hours, by group, and by queue.

m. Total Tickets Offered per Queue

This report shows the total number of tickets offered per queue over a date range. You may filter this report by date, by queue, and additionally by a requester.