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Reports 17-May-2017 6:39 am Posted by: Vista Support

Tickets Report

Tickets Report shows a graph of No. Of Tickets created vs Date of creation.

Click Reports from Drawer menu bar.

Now click Tickets to view reports of tickets.

Select the Start and End date for the report. Click Go to get the date specific Ticket reports.

Hover over the points to know the date of creation and no. Of tickets created on that date.

Agent Performance Report

The Agent Performance report shows full assessment of individual Agent's performance in tickets resolving.

You can review Agent's performance according to Tickets assigned and resolved by them, how many responses were provided, Average Response time to tickets.

Also you can see how the customer rated the ticket handling by Agent in star format from 1 being the worst to 5 stars being exceptional performance.

Select the Date period for the Reports and Click Go to get Agent Performance reports.

Department Performance Report

If you want to assess performance of the entire Department, click Group Performance from Reports Tab.

Select Date period for the tickets and click Go to get the reports for all the departments.

You can review the tickets assigned and resolved as per department.

Also, you can check no. Of responses, Average time of response and Customer Rating for individual department/group.

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