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 Name | Description |
---|---|
Session ID | The ticket number. |
User Name | The ticket's owner. |
Status | Opened, Closed, Snoozed, Pending. |
Direction | Incoming/Outgoing |
Session Open Timestamp | The time at which the ticket was first opened. |
Session Last Update | The time when the ticket was last updated. |
Session Closed Timestamp | Ticket closed timestamp |
Closed Automatically | Whether 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. Channel | The current ticket's communication channel. |
Customer Name | The name of the Customer. |
Customer Identifier | An 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 Message | The time-stamp of the first message sent by the customer. |
First Agent Message | The time-stamp of the first message sent by an Agent. |
Last Customer Message | The time-stamp of the last message sent by the customer. |
Queue Wait time | The 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 Net | The 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 Time | Total time from session open to the agent's first message. |
1st Response Time Net | Total net time (deducted time out of business hours) from the session open to the agent's first message. |
Handle Time | The total time from ticket opening to close, including when the department was closed. |
Handle Time Net | When the department was Opened, the total time from ticket opening to closing. |
Conversation Time Net | Total net duration (deducted time out of business hours) from the first to the last message |
Avg. Agent Msg. Response Time Net | The average time the agent takes to respond throughout the session after alocation, not including when the department was closed. |
Outgoing Messages | The total number of messages sent to the customer by the agents in this session. |
Incoming Messages | The total number of messages sent by the customer in this session. |
Outgoing Media | The total number of attachments sent by agents in this session. |
Incoming Media | The total number of attachments sent by the customer in this session. |
Subject | Ticket subject (field1). |
Field2 | Dynamic field. |
Field3 | Dynamic field. |
Field4 | Dynamic field. |
Field5 | Dynamic field. |
Field6 | Dynamic field. |
Field7 | Dynamic field. |
Field8 | Dynamic field. |
Field9 | Dynamic field. |
Field10 | Dynamic field. |
Survey Avg. | Average survey score (for rating questions only). |
Tags | The tags attached to this ticket. |
Source Page Name | The page from which the customer contacted. |
Source Page Link | The customer's source URL, i.e., Web Chat URL, Facebook page URL, Instagram page URL, etc. |
Path | The path the customer went through in the bot. |
Department Identifier | An identification detail depends on the communication channel from which the customer is contacted. |
Response SLA Percentage | Adherence to the initial response time set for this channel. More than 100 percent means the SLA was exceeded. |
Transferred In | Was the ticket transferred in from another department |
Transferred Out | Was the ticket transferred out to another department |
Updated about 1 year ago