Helpdesk Performance

Generated Date: October 10, 2024

Date Range: on This Year + 4 Additional filters.

 Date Range :
Group name (1) Agent name Company name
2022-08-01 12:00:00 AM - 2022-08-05 11:59:00 PM

First assign time First assign time trend

150
140.21

Average first assign time in

​business hours(Hours)
100
77.48
66.86
51.62
Average first assign time in business hours 50
29.82
5.75 Hours 317.83%
9.29 6.9 3.47 8.27 5.98 2.39
16.11 19.16 24.55
17.26 16.67
4.44 4 0 2.01 0 3.31 5.51 0 4.21 0 2.61 2.88 0 0 0 1.96 0.81 5.15 0 3.52 2.45 4.03 1.01 0 3 0 2.06 0.91 1.26 2.21 0 3.4 0 1.41 1.2 1.05 2.112.3 0 1.69 0 0.75 1.61 0 2.38 1.36 0 1.07 0.61 0.53 1.4

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24

24
20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20
01

08

15

22

29

05

12

19

26

04

11

18

25

07

14

21

28

04

12

20

28

19

26

02

09

16

23

30

06

13

20

27

05
r0

r0

r1

r2

r3

l0

l1
n

ar

ar

ar

ar

ay

ay

ay

ay

ct
Ju

Ju

Ju

Ju
Ap

Ap

Ap

Ap

Ap
Ja

Ja

Ja

Ja

Ja

Fe

Fe

Fe

Fe

Ju

Ju

Ju

Ju

Au

Au

Au

Au

Au

Se

Se

Se

Se

O
M

M
Date

Average first assign time by priority Average first assign time by source Average first assign time by type

L2 Bot 0

urgent 4h 42m 10s

Developer Forum 0

L1 - How To's 5h 32m 16s

Outbound Email 0.18

high 5h 3m 19s

Feedback Widget 3m 13s

Ticket type
Priority

Source

Portal 23m 13s

low 5h 25m 45s

Phone 4h 20m 58s

L2 - Analysis/Troubleshooting 16h 3

Chat 5h 4m 39s

medium 19h 49m 26s

Email 4d 15h 38

2.5 5 7.5 10 12.5 15 17.5 20 22.5 50000 100000 150000 200000 250000 300000 350000 400000 45… 2.5 5 7.5 10 12.5 15 17.5
Average first assign time Average first assign time Average first assign time