The Client-specific Summary of Ticket Resolution report provides a summary ticket resolved along with other key metrics for a client.

You can analyze the quantity of ticket resolution across the following five metrics:

  • Tickets Resolved
    Number and Percentage of tickets successfully resolved.

  • First Contact Resolution (%)
    Measures the percentage of tickets resolved during the first interaction.

  • First Response SLA Compliance (%)
    Indicates how often the agent met the SLA for initial response times.

  • Resolution SLA Compliance (%)
    Reflects the percentage of tickets resolved within the SLA-defined timeline.

  • CSAT Score (%)
    Percentage of positive customer satisfaction survey responses attributed to the agent.

Benefits

Track overall ticket volume and status
View the total number of tickets raised during a selected time period, categorized by their current status to understand the workload handled by the MSP.

Analyze resolution trends
Get a detailed breakdown of resolved tickets by type, source, priority, and category, providing insights into the nature of issues being handled by the MSP.

Monitor ticket lifecycle over time
Visualize a timeline of tickets received, resolved, and SLA violations, helping identify trends, bottlenecks, or delays in service delivery.

Evaluate service quality across key dimensions
Drill down into metrics by ticket category, source, and priority, to assess the MSP’s performance in depth.


Accessing curated reports


To access the report:

  • Go to Analytics and select the Client-specific Summary of Ticket Resolution report. The report's Overview tab opens.

Tabs available in curated reports


Following is the list of all tabs available inside the curated report:

  • Overview - Provides a high-level summary of agent performance across key metrics. 


  • By category - Presents ticket resolution performance segmented by ticket category.

  • By source - Presents ticket resolution based on the ticket source, such as email, chat, integrations, and more.

  • By priority - Provides insights into ticket resolution based on ticket priority levels (High, Medium, Low, Urgent).



Work with global filters

Curated reports come with predefined filters across all tabs that help you narrow down data to suit your analysis needs. Below is a list of available filter types, their descriptions, and the possible values you can use.


Filter Type

Description

Available Values

Time Period

Defines the date range for the data displayed in the report.

Set a custom date or select a predefined range: last 7 days, 30 days, month, quarter, or year.

Client Name

Filters data by specific clients in your account.

List of all active client names.

Location

Filters tickets based on location metadata.

All available locations in your account.

Ticket Type

Filters based on the type of ticket.

Incident

Ticket Source

Filters based on the source channel from which the ticket originated.

AWS CloudWatch, Alerts, and other integrated channels.

Ticket Priority

Filters tickets by their assigned priority level.

High, Medium, Low, Urgent

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Report overview

The reports overview provides a consolidated summary of agent performance across key service desk metrics. 

This overview includes the following key performance indicators:```

  • Tickets Resolved
    Percentage of tickets resolved by agents, helping evaluate overall ticket closure efficiency.

  • First Contact Resolution (%)
    Percentage of tickets resolved during the first interaction, indicating support quality and effectiveness.

  • First Response SLA Compliance (%)
    Indicates the percentage of tickets where the initial response was provided within the SLA-defined time.

  • Resolution SLA Compliance (%)
    Percentage of tickets resolved within the defined SLA, highlighting adherence to service standards.

  • CSAT Score (Customer Satisfaction)
    Shows the percentage of positive customer satisfaction responses received through feedback surveys.

You can view these metrics at the individual client level to analyze ticket resolution performance and identify areas for recognition or improvement.

Apply filter

Click Edit and apply the following filters on the report based on your requirement:

  • Page filters 

  • Report filters

  • Date range


Edit a widget

To edit a widget, hover over a widget in any of the tabs and you can perform the following actions.


Action

Description

Change visualization

Change is the display to map, chart or table based on your requirement

Underlying data

Opens the widget data in a dialog box.

  • Use the Filter button to filter the data based on the available metrics.

  • Use the Export button to export the data in CSV, XLSX format, and so on.

Expand

Expands the widget view.

More options

Shows more options, such as filters applied, schedule, subscribe, and so on.