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The ticket volume trends report helps you understand the overall ticket load of your team. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc., based on the load insights.


Notes: 

  • By default, the report displays data for the last 29 days. You can change the date range or apply another group by filters like group name, agent name, or company name. 
  • You can export the report to your mail or download the report as PDF.
  • As this is a curated report, you cannot edit the report or add new metrics/filters. However, you can clone the report and edit it accordingly.

The report is split into the following tabs:

  1. Overview
  2. Load Analysis
  3. Key Trends

Overview

Gives you an overview of the total number of tickets created, resolved, reopened, and unresolved, grouped by hour, day, week, or month. It also helps you understand the ticket flow in your account to allocate resources accordingly.

Load Analysis

With the load analysis data, you can draw insights into the agent count, agent shift timings, and CSAT scores based on the ticket volume. You can find the following widgets here:

  1. How do we manage the ticket load?
    The widget lets you compare the number of unresolved tickets and measure your team's productivity.
  2. How can we plan the shift?
    As shown in the graph below, if the number of tickets created is more than the number of tickets resolved, you can infer that you should add more agents during this time period as the volume is high.

    Similarly, if the number of tickets resolved is higher than the number of tickets created, you can split the agents working that time and place them elsewhere.



  3. What type of tickets do we resolve?
    You can use the data to understand when your agent's productivity peaks or if they spend time resolving new or existing tickets.

    For example, if the number of newly resolved tickets is less, you can infer that agents are resolving older issues and need more time for newer tickets. This may require a process change, or you should hire new agents.

  4. How does the ticket load affect CSAT?
    Use this widget to analyze how ticket volume can impact your CSAT score.
    If the number of resolved tickets increases at a particular time, when the CSAT score comes down, it means you have to assign more agents at that particular time.

Key Trends

The key trends data lets you analyze the type of tickets you receive and the source from where you receive them. The tab contains the following widgets.

  1. What type of tickets do we receive?
    This widget gives you a breakdown of the different types of tickets you receive. For example, billing, refunds, orders, etc.
  2. Where do we receive the tickets from?
    Gives you details on the different sources from where you receive the tickets. For example, Email, Facebook, etc.

Based on the data in these widgets, you can assign more agents to a particular type of ticket during the day. For example, if the number of billing queries received from Email is high, you can assign additional agents and reduce the ticket volume.