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 in the left panel filters.
Evolution of average time (business hours) spent in any active status in its own process fresdesk group, by month on 12 rolling months.
% of tickets that achieve SLA requirements, by priority.
Average time (business hours) spent in any active status in its own process fresdesk group based on ticket priority.
Resolution
Resolution time("resolution date"-"creation date")in business hours (and active status) or in total cycle time ("resolution date" - "creation date")
Age bucket in business hours (and active status).
"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.
