Metrics

Ticket metrics refer to key performance indicators (KPIs) that help evaluate the performance and effectiveness of the customer support agents solving issues. These metrics track various aspects such as number of tickets solved, initial response time, avg. response time, avg. resolution time, avg. handling time, reopen rate and overdue rate.

Accessing the Metrics Report

To access the Agent Availability Report, navigate to the REVE Chat dashboard and follow these steps:

1. Click on the Reports section from the left-hand menu.

2. Select Ticket Analytics.

3. Click on Metrics.

Key Features of the Metrics Report

Filters and Options

1. Time Range Selection:

   • Last 1 Day: Displays availability data for the past 24 hours.

   • Last 7 Days: Displays availability data for the past week.

   • Last 30 Days: Displays availability data for the past month.

2. Channel Filter: Allows you to filter data for specific channels using a drop down menu

3. Department: Allows you to filter data based on created departments using a drop down menu

4. Assignee: Allows you to filter data based on assigned agents using a drop down menu

5. Ticket Type: Allows you to filter data based on the ticketing form using which the ticket has been created.

6. Ticket Priority: Allows you to filter data based on the severity of the ticket like low, medium, urgent