Report Builder Columns

Below are the details & definitions of each available column in the Report Builder.

Ticket Counts

  • New Tickets – The number of new Tickets created during the selected time period
  • New Manual Tickets – The number of new Tickets created manually during the selected time period
  • New Inbound Tickets – The number of new Tickets created from received messages during time period
    • Changed To – Number of Tickets assigned to User/Team/Status etc.
    • Changed From – Number of Tickets re-assigned from User/Team/Status etc. This excludes the ticket assignment.
  • Tickets Resolved – The Number of Ticket Resolved during the selected time period.
  • Tickets Resolved Without Response – The Number of Tickets Resolved during the selected time period without sending an Outbound response. This includes Tickets that have been Resolved, re-opened and then Resolved again without Reply.
  • Tickets Closed – The Number of Tickets Closed during the selected time period.
  • Tickets at Start of Period – The total number of tickets already assigned at the start of the selected time period.
  • Reopens – The number of Resolved Tickets that have been re-Opened during the selected time period.
  • Tickets at End of Period – The total number of tickets assigned at the end of the selected time period.
  • Choice Added – (When reporting on Categories only) Number of Category choices added during the selected time period.
  • Choice Removed – (When reporting on Categories only) Number of Category choices removed during the selected time period.

Ticket Activities

  • Messages Received – Total number of inbound messages received during the selected time period.
  • All Outbound Activity – Total number of messages sent from Puzzel Ticketing during the selected time period including Replies & Forwards.
  • Replies Sent – The number of messages sent in response to a ticket during the selected time period.
  • Forwards Sent – The number of Forwards sent from Puzzel Ticketing during the selected time period.
  • Added – The number of internal Notes added in a Ticket Timeline during the selected time period.

Response Stats

  • Avg. Response Time – The average time taken to respond to a received message during the selected time period.
  • Max. Response Time – The single longest time taken to respond to an received message during the selected time period.
  • Response SLA % – The percentage of responses that have been sent within the set Response target.
  • Avg. First Response Time – The average time taken to respond to the first message received for a ticket.
  • Max. First Response Time – The longest time taken to respond to the first message received for a single ticket.
  • First Response SLA % – The percentage of first responses that have been sent within the set Response target.

Resolve Stats

  • FCR % – The percentage of tickets that were Resolved on sending the first response.
  • Avg. Resolve Time – The average time taken to Resolve tickets during the selected time period.
  • Max. Resolve Time – The single longest time taken to Resolve tickets during the selected time period.
  • Resolve SLA % – The percentage of tickets that have been Resolved within the set Resolve target.
  • Resolves – The Number of Ticket Resolves during the selected time period, not the number of individual Tickets that have been Resolved.

Published

27/08/2020 - 11:32

Last updated

04/06/2021 - 13:38