Ticket Volume Trend
Tickets per day, week or month by source and initial episode PriorityAtStart/CategoryAtStart. Tickets awaiting valid triage remain a separate untriaged bucket.
Reports and analytics
Service performance grounded in ticket episodes and actual feedback.
First-Response Time
Median, p75 and p95 elapsed UTC minutes from Episode 1 StartTime to its eligible FirstResponseAt, grouped by frozen initial priority and category. Exclude unanswered observations from duration percentiles and show their count separately.
SLAs · View preview
Resolution Time
Median, p75 and p95 elapsed UTC minutes from each ServiceEpisodes.StartTime to that episode ResolvedAt, grouped by PriorityAtStart and CategoryAtStart. Count distinct resolved episodes; unresolved windows stay separately visible. Elapsed duration includes waiting time; business-calendar SLA target arithmetic is separate.
SLAs · View preview
SLA Attainment
Report first-response and resolution obligations separately for closed episodes. First response applies only to Episode 1 and becomes eligible once answered or its deadline has passed; resolution uses each closed episode. Success requires an eligible completion timestamp on or before the retained deadline. Group by frozen policy, PriorityAtStart, TeamAtResolution and AgentAtResolution with explicit missing buckets. Retain every breach and show not-yet-eligible obligations separately.
SLAs · View preview
CSAT Trend
Average explicit 1-5 responses by response period and the linked closed episode TeamAtResolution/AgentAtResolution. Each SurveyKey counts once. Show responded, unanswered and eligible invitation counts; exclude missing scores from the average. Later assignment changes cannot move historical scores between staff.
Portal · View preview
Top Categories
Distinct-ticket volume by initial CategoryAtStart and current Tag, with resolved-episode elapsed duration and explicit CSAT. Deduplicate ticket, episode and survey identities before joining multiple tags; show missing observations separately.
Knowledge · Explore module
No reports are assigned to this role. Select Everyone to see all reports.
Decisions supported
Read response and resolution measures with their stated elapsed-time or business-time basis. Attainment retains every historical breach even after acknowledgment. CSAT uses explicit responses and shows missing feedback, while category and tag reports deduplicate tickets before counting them. Related screen previews show working records; the report computes the aggregate separately.
Ticket Volume Trend
Tickets per day, week or month by source and initial episode PriorityAtStart/CategoryAtStart. Tickets awaiting valid triage remain a separate untriaged bucket.
StatusNewOpenPendingOnHold
First-Response Time
Median, p75 and p95 elapsed UTC minutes from Episode 1 StartTime to its eligible FirstResponseAt, grouped by frozen initial priority and category. Exclude unanswered observations from duration percentiles and show their count separately.
StatusNewOpennext 1 days
Resolution Time
Median, p75 and p95 elapsed UTC minutes from each ServiceEpisodes.StartTime to that episode ResolvedAt, grouped by PriorityAtStart and CategoryAtStart. Count distinct resolved episodes; unresolved windows stay separately visible. Elapsed duration includes waiting time; business-calendar SLA target arithmetic is separate.
StatusNewOpennext 1 days
SLA Attainment
Report first-response and resolution obligations separately for closed episodes. First response applies only to Episode 1 and becomes eligible once answered or its deadline has passed; resolution uses each closed episode. Success requires an eligible completion timestamp on or before the retained deadline. Group by frozen policy, PriorityAtStart, TeamAtResolution and AgentAtResolution with explicit missing buckets. Retain every breach and show not-yet-eligible obligations separately.
StatusNewOpennext 1 days
CSAT Trend
Average explicit 1-5 responses by response period and the linked closed episode TeamAtResolution/AgentAtResolution. Each SurveyKey counts once. Show responded, unanswered and eligible invitation counts; exclude missing scores from the average. Later assignment changes cannot move historical scores between staff.
Customer.PrincipalID = current principal
| Ticket Number | Subject | Priority | Status | Created At | Closed At |
|---|---|---|---|---|---|
| TCK-23497 | New tck-496 | Low | New | 05 Sep | |
| TCK-48130 | Open tck-628 | Medium | Open | 08 Sep | |
| TCK-33689 | Pending tck-366 | High | Pending | 12 Sep | |
| TCK-82832 | OnHold tck-748 | Urgent | Resolved | 08 Sep | |
| TCK-67832 | Resolved tck-480 | Low | Closed | 09 Sep | 12 Sep |
| TCK-67663 | Closed tck-365 | Medium | OnHold | 14 Sep |
Top Categories
Distinct-ticket volume by initial CategoryAtStart and current Tag, with resolved-episode elapsed duration and explicit CSAT. Deduplicate ticket, episode and survey identities before joining multiple tags; show missing observations separately.