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Field | Description | Version |
---|---|---|
Agent | This is the name of the entity to which the call is Assigned to | 18.3 |
Department | This is the department from the users employee entity record. | 19.1 |
Open Calls | Number of calls that are assigned to the agent and are in the "Open Status" independent of the date range of the report. this is just a metric of current open calls. | 18.3 |
Open Calls - Blocker | This is the number of open calls that are blockers | 19.1 |
Open Call Major | This is the number of open calls with a status of major | 19.1 |
Open Calls minor | This is the number of open calls with a status of minor. | 19.1 |
Closed Calls | Number of calls that have been closed in the time period noted in the date range | 18.3 |
Closed calls - Blocker | This is the number of closed calls that are blockers | 19.1 |
Closed Calls Major | This is the number of closed calls with a status of major | 19.1 |
Closed Calls Minor | This is the number of closed calls with a status of minor. | 19.1 |
Reopened Calls | This is the number of calls that were reopened during the period. | 18.3 |
Reopened calls - blocker | This is the number of reopened calls that are blockers | 19.1 |
Repoened Calls - Major | This is the number of reopened closed calls with a status of major | 19.1 |
Reopened calls - minor | This is the number of reopened closed calls with a status of minor. | 19.1 |
Total Calls | Open Calls +Closed Cals | 18.3 |
Total billable hours | use the dates in the criteria to review the hours worked during that period, If the report range was June 1 to June 5 and the ticket date was June 5 but the hours were dated June 7 then those hours will not show on this report | 18.3 |
Calls rated | This is the number of calls that have a customer satisfaction rating | 18.3 |
Average rating | This is a 1 to 5 score - Very satisfied being 5 and very dissatisfied being 1. Add all the scores on all calls rated and divide by the number of calls rated. | 18.3 |
Days outstanding Renamed Days to close | Days outstanding is the sum(Create date - current date) / number of closed calls. This reports on the days outstanding for closed calls | 18.3 |
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