All features of this report are available in all plans, except:


FeaturePlan
FiltersBlossom
Ticket drill-down (see the view ticket section)Garden



The Group Performance report gives you a summary of the group performance in the selected time period. You can sort your agent groups based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing groups. 

 

MetricDefinitionRelationship to the group
Tickets assigned Number of tickets assigned in the selected time periodTickets currently assigned to the group 
Tickets resolvedNumber of tickets resolved/closed in the selected time period
Tickets currently assigned to the group
Tickets reopenedNumber of tickets reopened in the selected time periodTickets assigned to the group when reopened
Tickets reassignedNumber of tickets reassigned to another group in the selected time periodTickets reassigned from this group to some other group
First response SLA %Percentage of tickets whose first responses were sent within SLA during the selected time periodTickets assigned to the group when the first responses were sent
Resolution SLA %Percentage of tickets resolved/closed within SLA during the selected time periodTickets currently assigned to the group
FCR %Percentage of tickets resolved/closed after a single contact made by the customer during the selected periodTickets currently assigned to the group
Private notesNumber of private notes added during the selected time periodTickets assigned to the group when the private notes were added
ResponsesNumber of responses sent during the selected time periodTickets assigned to the group when the responses were sent
Average first response timeAverage time taken to send the first response during the selected time periodTickets assigned to the group when the first responses were sent
Average response timeAverage time taken to respond to the requester during the selected time period
Tickets assigned to the group when the first responses were sent
Average resolution timeAverage time taken to resolve/close a ticket in the selected time periodTickets currently assigned to the group


You can filter the group performance report based on various ticket properties. This will help you understand how your groups are performing when it comes to high-priority tickets or which group is good at handling what type of tickets.

 

 



View tickets


You will be able to deep-dive into one particular metric by clicking on the corresponding number. It will bring up a list of tickets that currently have that value. For example, in the table, if you click on the number of 'Tickets Resolved' by 'Customer Success', you will be able to see the list of tickets resolved by the customer success team during the particular time period. 




Plan information: Other than the features specified here, all features in this report are available in all plans. 


FeaturePlan
FiltersBlossom
Ticket drill down (See the view ticket section)Garden



Group performance report gives you a summary of the group performance in the selected time period. You can sort your agent groups based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing groups. 


MetricDefinitionRelationship to the group
Tickets assigned Number of tickets assigned in the selected time periodTickets currently assigned to the group 
Tickets resolvedNumber of tickets resolved/closed in the selected time period
Tickets currently assigned to the group
Tickets reopenedNumber of tickets reopened in the selected time periodTickets assigned to the group when reopened
Tickets reassignedNumber of tickets reassigned to another group in the selected time period

Tickets reassigned from this group to some other group

First response SLA %Percentage of tickets whose first responses were sent within SLA during the selected time periodTickets assigned to the group when the first responses were sent
Resolution SLA %Percentage of tickets resolved/closed within SLA during the selected time periodTickets currently assigned to the group
FCR %Percentage of tickets resolved/closed after a single contact made by the customer during the selected periodTickets currently assigned to the group
Private notesNumber of private notes added during the selected time periodTickets assigned to the group when the private notes were added
ResponsesNumber of responses sent during the selected time periodTickets assigned to the group when the responses were sent
Average first response timeAverage time taken to send the first response during the selected time periodTickets assigned to the group when the first responses were sent
Average response timeAverage time taken to respond to the requester during the selected time period
Tickets assigned to the group when the first responses were sent
Average resolution timeAverage time taken to resolve/close a ticket in the selected time periodTickets currently assigned to the group


You can filter the group performance report based on various ticket properties. This will help you understand how your groups are performing when it comes to high priority tickets or which group is good at handling what type of tickets.





View tickets


You will be able to deep dive into one particular metric by clicking on the corresponding number. It will bring up a list of tickets that currently have that value. For example, in the table, if you click on the number of 'Tickets Resolved' by 'Customer Success', you will be able to see the list of tickets resolved by the customer success team during the particular time period.