All features of the Helpdesk In-depth report are available from Blossom onwards, except for:


Feature
Plan
Filters for agents and customers
Estate
Ticket drill-down (see the view ticket section)
Garden

The 'Average response time' section in the Helpdesk In-depth report shows the average time taken by the agent to respond to a ticket. Only the tickets whose responses were sent during the selected time period will be taken into account. They may have been created anytime (inside and outside the selected time period).

 

Average response time = Total time taken to respond during the selected time period divided by the number of responses in the selected time period.

 

Response time is calculated for every agent response rather than for every ticket. So the average response time is the average of all responses sent during the selected time period.

 

On the left panel, you can see the average response time of the tickets in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.


You can see the time split with respect to the ticket properties like Source, Status, Priority etc, by clicking on 

Average Response time.




View tickets


You will be able to deep-dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the 'Email' bar in 'Avg response time split by source', you will be able to see all the tickets created via email whose responses were sent during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions. 



Ticket filters

 

The Helpdesk In-depth report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can see how efficient your agents and groups are. 

 

Note:When you filter the report based on Agent/Group, the tickets are displayed based on who sent the response rather than who the ticket is assigned to.




This also lets you mix and match different properties and metrics. For example, you can see which type of tickets have the highest response time and who handles those tickets. Or you can check if all responses in urgent priority tickets have been quick.



Average response time split by Source


This graph shows the average response time during the selected period for tickets from each source. You can make sure that the time sensitive channels like Twitter, Facebook and chat have a very low average response time. You can filter out tickets from sources with maximum average response time and find out why.



Average response time split by Priority


This graph shows the average response time during the selected period for each priority. The average time to respond should be decreasing as the priority increases. 

 


Average response time split by Type


This gives you the average response time during the selected period for each type. The average response time for custom types will also be shown. To reduce customer frustration, you can pick out the type of tickets that will have higher frustration levels and make sure that their average response times remain low.

 

Average response time split by Custom Property


This gives you the average response time during the selected period for each value of your custom property. If you have multiple custom properties, you can choose any of them from the dropdown and see the average response time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.