All the KPIs of this page are based on Process request tickets (HtR, PtP, OtC, RtR requests). If you're wondering about business hours or active status, you can follow the links.
Volume & Evolution
Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
Ongoing age (in days) for open tickets at current date
The number of Ongoing tickets at the current date by month or year of creation.
Time in group
Only available when a team is selected.
For each process, it measures the average cumulated time spent in Business Hours in all active status in its own process freshdesk group.
example for HtR CC Lisbon : - all tickets type "HtR request" closed/resolved by HtR CC Lisbon => sum of BH hours on active status linked to Historical group "HtR CC Lisbon"
Evolution in hours : Time spend in each group (catch of the changing group date within the Activities table). Time per ticket => average
The % represents the number of tickets for which the SLA is achieved.
Resolution
Resolution time
Age bucket
First response time is the time before the first answer to the user. This KPI shows the support reactivity.
First contact resolution KPI is the part (%) of tickets that are solved with a unique answer, and the business hours (active status) resolution time for theses first-contact-resolved tickets.
For tickets initially created into SPOC Groups and transfered to a non-SPOC group : the "Contact Center Transfer Time" is the time (business hours) in any active status between the creation date and the transfert date. It represents the efficiency of the contact center routing efficiency.
