The following data fields are calculated in real time by EvantoDesk.
Here we explain what they all mean.
TotalCount
The total number of tickets.
TotalRespondedTo
The total number that an agent sent a reply to.
TotalResolvedPercent
The % currently resolved.
TotalResolved
The total number currently resolved.
1stResponseOnTimePercent
The % where the agent's reply met the SLA due time.
1stResponseOnTime
The total number where the agent's reply met the SLA due time.
ResolvedOnTimePercent
The % where the ticket was resolved before the SLA due time.
ResolvedOnTime
The total number where the ticket was resolved before the SLA due time.
ResolvedFirstTimePercent
The % where the ticket was resolved at the same time as the first reply.
ResolvedFirstTime
The total number where the ticket was resolved at the same time as the first reply.
FirstResolvedOnTimePercent
The % where the ticket was first resolved before the SLA due time.
FirstResolvedOnTime
The total number where the ticket was first resolved before the SLA due time.
AvgFirstResponseTime
The average time it took to reply to a ticket. In minutes.
AvgResolutionTime
The average time it took to resolve a ticket. In minutes.
AvgFirstResolutionTime
The average time it took to resolve a ticket (the first time it was resolved). In minutes.
AvgAssignToAgentTime
The average time it took to assign a new ticket to an agent. In minutes.
AvgAssignToGroupTime
The average time it took to assign a new ticket to a group. In minutes.
AvgFirstResponseTimeFormatted
The average time it took to reply to a ticket. In a readable format e.g. 2hrs 4mins.
AvgResolutionTimeFormatted
The average time it took to resolve a ticket. In a readable format e.g. 2hrs 4mins.
AvgFirstResolutionTimeFormatted
The average time it took to resolve a ticket (the first time it was resolved). In a readable format e.g. 2hrs 4mins.
AvgAssignToAgentTimeFormatted
The average time it took to assign a new ticket to an agent. In a readable format e.g. 2hrs 4mins.
AvgAssignToGroupTimeFormatted
The average time it took to assign a new ticket to a group. In a readable format e.g. 2hrs 4mins.
TotalRatings
The average time it took to assign a new ticket to a group. In a readable format e.g. 2hrs 4mins.
HeroScore
The average customer satisfaction score as a %.
ReopenNumber
The number of times a closed ticket was reopened (e.g. when a customer replies to a closed ticket it re-opened).