In this section, you can assess the effectiveness of your ticket responses through the following statistics:
Ticket replies
This metric indicates the total number of responses to customer tickets within the defined timeframe. It serves as a measure of overall communication and interaction with customers.
Ticket reassigned
This represents the number of tickets that were reassigned to different team members or departments during their processing. This metric can provide insights into ticket processing workflows.
Median time to first assignment
This value signifies the average time it takes for a newly received ticket to be initially assigned to a support staff member. A shorter median time to first assignment can indicate efficient workflow processes.
Median time from first assignment to close
This metric reflects the average duration required to process a ticket from its initial assignment to its final closure. It is critical for assessing efficiency in addressing customer inquiries and concerns.