The Service Desk Essentials report provides a quick view into the key metrics of your service desk.

You can analyze service desk performance across the following metrics:

  •  Received / Unresolved / Resolved Tickets 
    The number of tickets received, unresolved or resolved by the service desk.

  • Avg. first response time
    Indicates the average first response rate in your service desk.

  • Avg. resolution time
    Indicates the average resolution time in your service desk.

  • 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.


Accessing curated reports


To access the report:

  • Go to Analytics and select the Service Desk Essentials report. The report's Overview tab opens.

Tabs available in curated reports


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

  • Ticket volume 

  • Received tickets

  • Unresolved tickets

  • Resolved tickets

  • FCR rate

  • First response SLA compliance

  • Avg. first response time 

  • Resolution SLA compliance

  • Avg. resolution time 

  • CSAT score

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.

Agent Group Name

Filters tickets handled by specific agent groups.

All agent group names in the account.

Agent Name

Filters tickets handled by individual agents.

All agent names in the 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

First Response SLA Compliance

Shows whether the first response met the defined SLA.

Within SLA, SLA Violated

Response SLA Compliance

Indicates compliance status of response SLAs.

Within SLA, SLA Violated


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.