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

• Details table :

  • time in group ranking

  • time in group in business hours on active status

  • the SLA limit

  • the % of tickets for which the SLA is achieved

Resolution

• Resolution time

• Age bucket

• First Response Time

  • total cycle time between the creation date and the first response provided to the requester .

• First contact resolution in business hours on active status

  • refers to the tickets that are only assigned to one group and the % vs the total of tickets

• Contact Center Transfer time in business hours on active status

  • refers to the tickets initially created into a SPOC Group (PTP HD APAC; PTP HD EMEA; PTP HD LAM/NAM; PTP HD RIGA; HtR - CC Bangkok; HtR - CC Lisbon) and transfered to a non-SPOC group.