Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Statistics - Number of Open/Closed Tickets per Category
The "Statistics - Number of open/closed tickets per category" is a simple report that displays the number of tickets in their various states, closed (requires no attention) , open (requires attention) or on hold (requires attention at a later time). The total number of tickets, in the selected ticketbox that have been assigned to certain categories are also displayed.
This report only reports statistics for tickets which have been assigned to categories. To learn how to assign categories, go to lesson on Ticket Categories.
Access the Report
In the Workspace screen, expand the [Shared Items] node, click on [Report Center] and open the report [Statistics - Number of open/closed tickets per category], by double clicking on it.
Specify the date or period for which you wish to generate a report and specify the ticketboxes to query. Leave the ticketbox field blank if you wish to display results for total number of messages open/closed/on hold for all ticketboxes in the system. You can include searching subfolders by ticking the [Include sub-folders] flag.
Generated Report Information
The report displays by each category, the number of open, on hold, closed & total number of tickets for within the specified date range and ticketbox(es) selected.
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