Guides

Detailed Ticket Report

Overview

The Detailed Ticket report provides an extensive view of all tickets opened, updated, or closed in the time frame provided.

Columns

Column NameDescription
Session IDThe ticket number.
User NameThe ticket's owner.
StatusOpened, Closed, Snoozed, Pending.
DirectionIncoming/Outgoing
Session Open TimestampThe time at which the ticket was first opened.
Session Last UpdateThe time when the ticket was last updated.
Session Closed TimestampTicket closed timestamp
Closed AutomaticallyWhether the ticket was automatically closed due to:
  1. The session was pending and wasn't answered in the idle time frame.
  2. There was no activity in the Idle ticket lifetime.
Comm. ChannelThe current ticket's communication channel.
Customer NameThe name of the Customer.
Customer IdentifierAn identification detail that depends on the communication channel from which the customer is contacted (e.g., customer email address, customer phone number, customer FB account, etc.).
First Customer MessageThe time-stamp of the first message sent by the customer.
First Agent MessageThe time-stamp of the first message sent by an Agent.
Last Customer MessageThe time-stamp of the last message sent by the customer.
Queue Wait timeThe total time that the customer waited in the queue, including the time the department was closed (i.e., the ticket entered the queue 5 min before the end of the day. The ticket was assigned the next day 5 min after the beginning of the day. The time will include the time the department was closed.)
Queue Wait time NetThe time that the customer waited in the queue when the department was Opened. (i.e., the ticket entered the queue 5 min before the end of the day. The ticket was assigned the next day 5 min after the beginning of the day. The time will be 10 min.)
1st Response TimeTotal time from session open to the agent's first message.
1st Response Time NetTotal net time (deducted time out of business hours) from the session open to the agent's first message.
Handle TimeThe total time from ticket opening to close, including when the department was closed.
Handle Time NetWhen the department was Opened, the total time from ticket opening to closing.
Conversation Time NetTotal net duration (deducted time out of business hours) from the first to the last message
Avg. Agent Msg. Response Time NetThe average time the agent takes to respond throughout the session after alocation, not including when the department was closed.
Outgoing MessagesThe total number of messages sent to the customer by the agents in this session.
Incoming MessagesThe total number of messages sent by the customer in this session.
Outgoing MediaThe total number of attachments sent by agents in this session.
Incoming MediaThe total number of attachments sent by the customer in this session.
SubjectTicket subject (field1).
Field2Dynamic field.
Field3Dynamic field.
Field4Dynamic field.
Field5Dynamic field.
Field6Dynamic field.
Field7Dynamic field.
Field8Dynamic field.
Field9Dynamic field.
Field10Dynamic field.
Survey Avg.Average survey score (for rating questions only).
TagsThe tags attached to this ticket.
Source Page NameThe page from which the customer contacted.
Source Page LinkThe customer's source URL, i.e., Web Chat URL, Facebook page URL, Instagram page URL, etc.
PathThe path the customer went through in the bot.
Department IdentifierAn identification detail depends on the communication channel from which the customer is contacted.
Response SLA PercentageAdherence to the initial response time set for this channel. More than 100 percent means the SLA was exceeded.
Transferred InWas the ticket transferred in from another department
Transferred OutWas the ticket transferred out to another department