Reports shows each desk you may read. Choose a period with From and Up to (not including), then Show. The queue figures are always as of now.
For each desk:
- open now, and open past a target (response and resolution);
- raised in the period;
- first responses on time, and the median first response;
- median resolution;
- reopened, and not yet resolved;
- resolved at first contact;
- satisfaction: the average out of 5, with how many answered of how many asked;
- open tickets by state and by age.
How each figure is worked out, at the end of the page, defines every number. The figures are evidence for a person to review, not a certificate.
Export
Desk managers, auditors and administrators can choose Export tickets (CSV). It has one row per ticket with its desk, service, state, priority, owner and dates. It leaves out descriptions and messages, and restricted tickets' titles.
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