Technician Statistics
The Technician Statistics report provides an overview of individual technician performance metrics, offering insights into tickets handled, response times, and workload distribution.
Key Metrics
- Tickets Closed — Tickets that were closed during the selected date range.
- Active Tickets — Tickets that were "active" within the date range at least once (any status but "closed").
- Overdue Tickets — Tickets that have been closed after due date, or unclosed yet but the due date has passed.
- Tickets Submitted — Tickets this technician has created.
- Tickets Created on Behalf of Others
- Last Seen — When the agent was last seen in the app.
- Time Spent (Sum) — SUM of "time spent" for all tickets assigned to a technician within the date range.
- Response Time (Average and Median) — Time between ticket creation date and ticket "start date".
- Duration (Average and Median) — Time between ticket creation and ticket closing.
- Reply Sum — Number of all replies written during the selected period.
Interactive Charts
- Active Tickets Pie Chart — Visualizes the distribution of active tickets among technicians.
- Closed Tickets Pie Chart — Shows the proportion of tickets closed by each technician.
- Active Tickets Age by Technician — A breakdown of active tickets by their age for each technician, helping to identify tickets that may need prompt attention.
Category Permissions Audit: Lists which technician has access to handle tickets in specific categories, ensuring accountability and proper access control.
