Reports for agents

Agents can open Reports to review tickets currently assigned to them.

The agent view includes:

• Tickets created in the selected period that are currently assigned to the agent.
• Current open and solved counts within that selection.
• Average first reply, response, and resolution metrics for assigned tickets with measured values.
• Assigned tickets grouped by customer, status, and priority.

Assignment, not authorship

Agent reports follow the ticket’s current assignment. They do not attribute every reply or status change to the person who performed it.

For example:

1. Agent A sends the first external reply.
2. The ticket is reassigned to Agent B.
3. The ticket and its existing reply metrics appear in Agent B’s report.

Similarly, a solved ticket in an agent’s report is currently assigned to that agent, but the report does not prove that the agent performed the solve action.

Selected periods

For most cards and charts, the period filters tickets by creation date and then shows their latest state. A solved count therefore means tickets created in the period that are currently solved, not necessarily tickets solved during the period.

Missing measurements

Reply and resolution averages include only tickets with a measured value. A ticket with no completed customer-to-staff reply interval does not contribute a zero-second response.

See Metric definitions for the exact reply-time calculations and Analytics reports for every report section.