8 docs tagged with "reporting"

Route View the Agent Performance analytics tab (workload, resolution, FCR, AHT, CSAT per agent).

Route View the Channels & CSAT analytics tab (source mix, category hotspots, CSAT trend).

Route View the Executive analytics dashboard (SLA, MTTR, CSAT, channels, cost per ticket, problems, change success, KB effectiveness).

Route View the My Performance analytics tab (own queue, resolved trend, MTTR, FCR, CSAT, AHT — caller's tickets only).

Route any one of the seven tab permissions

Route View the SLA & Compliance analytics tab (breach rate, FRT/resolution trends, OLA/vendor).

Route View the Team Manager analytics dashboard (volume, backlog, workload, leaderboard, bounce rate, SLA breach split, category treemap).

Route View the Ticket Overview analytics tab (volume, status, priority, backlog age).