• Tickets created

  The number of tickets created within the date range that meet the other filtering criteria.

• Active tickets

  The number of tickets that are in the Open or In Progress state.

• Closed tickets

  The number of tickets closed within the date range that meet the other filtering criteria.

• Average resolution time

  The average time taken to resolve tickets.

• Median resolution time

  The median time taken to resolve tickets.

• Tickets awaiting response

  The number of active tickets awaiting response to customer.

• Unassigned tickets

  The number of tickets not yet assigned to a support agent.

• Active blocker tickets

  The number of tickets with severity Blocker that are in the Open or In Progress state.

• SLA compliance rate

  The percentage of tickets where the SLA was met out of all tickets where the SLA was applied.

• Average CSAT score

  The average customer satisfaction score for tickets.

• Escalated tickets

  The number of tickets that are escalated.

Customer & product impact

• Active tickets by customer

  The number of Open or In Progress tickets grouped by customer.

• Active tickets by part

  The number of Open or In Progress tickets grouped by part.

Ticket distribution

• Tickets linked to conversations

  The percentage of tickets linked from conversations against standalone tickets.

• Tickets linked to issues

  The percentage of tickets linked to product issues.

• Active tickets by owner

  The number of Open or In Progress tickets grouped by owner.

• Tickets created vs. closed

  The trend of tickets created against those closed.

Customer satisfaction (CSAT)

• CSAT score distribution

  A distribution of customer satisfaction scores on tickets.

Time spent per stage

• Average time spent per stage

  The average time tickets spent in each stage.