Reports
Volume, response times, resolution times, SLA compliance and workload — by department, agent and period.
What is it?
The reporting suite: ticket volume and trend, first-response and resolution times, SLA compliance, tickets by department, category, priority and agent, satisfaction ratings and workload distribution.
Why does it exist?
You cannot manage what you cannot measure, and support is measured badly almost everywhere. These numbers turn opinions about the team into facts.
How does it work?
1
Choose the period and the department you want to examine.
2
Start with SLA compliance and first-response time — they matter most to customers.
3
Compare agents on quality as well as volume; fast and wrong is not good.
4
Look at category volume to decide which knowledge-base article to write next.
5
Export for board or client reporting.
WHO USES IT
Managers
Owners
Team leads
WHAT MANAGEMENT ACHIEVES
Support becomes a managed function with targets and evidence rather than a cost centre nobody can describe.
In practice
A manager finds that 40% of tickets are one category, writes two knowledge-base articles, and watches that category halve over the next quarter.
See this screen in the real software:
Open the live demo →