In this section (9)
Report metrics explained
What first reply, resolution, one-touch, reopened, backlog and the other figures mean.
| Metric | Means |
|---|---|
| Tickets created | Tickets created in the date range. |
| Tickets solved | Tickets solved in the date range. |
| Unsolved at end of range (backlog) | Tickets not yet solved at the end of the range, by status. |
| First reply time | For tickets created in the range: time from creation to the first public agent reply. |
| Full resolution time | For tickets solved in the range: time from creation to the last solve. |
| First resolution time | Time from creation to the first solve (per ticket). |
| One-touch resolution | Share of solved tickets solved with at most one public agent reply. |
| Reopened | Share of solved tickets that were reopened. |
| Agent replies | Public agent replies on a ticket. |
| SLA achieved | Share of SLA targets met, out of all targets decided. |
| Satisfaction | Good ratings as a share of all ratings received. |
| Time spent | Time agents recorded on tickets, when time tracking is on. |
Median and 90th percentile
Times show the median (half of the tickets were faster) and the 90th percentile (90 % were faster). Both resist a few extreme tickets better than an average. Charts also show the median in business hours.
Agents and groups
The agent and group tables count tickets by their current assignee and group. Medians and rates are over tickets solved in the range.
When figures update
Reports are updated every 15 minutes. A ticket’s metrics appear within 15 minutes of its first update.
Related
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