Support Box Reports introduces a dedicated reporting module designed to help teams monitor support operations, analyze ticket trends, track SLA adherence, and evaluate agent performance from a single place.

With reports focused on ticket volume, backlog visibility, service quality, and workload distribution, support teams can better understand operational performance and make informed decisions backed by data.

What's New

Overview Report

Provides a consolidated view of support operations, helping teams understand ticket inflow, resolution trends, open workload, and carry-forward tickets. This enables managers to quickly assess the overall health of support operations and identify growing backlogs or workload spikes.

Ticket SLA Report

Provides visibility into First Response Time and Resolution Time performance while highlighting tickets resolved within SLA and tickets that breached SLA commitments. Dedicated SLA trend analysis helps teams monitor service quality and identify areas requiring attention.

Agent Performance Report

Enables teams to evaluate agent contribution, workload distribution, resolution efficiency, and SLA adherence. Support managers can compare performance across agents and identify opportunities for coaching, workload balancing, and process improvements.

Flexible Business Insights

Reports can be analyzed using different business dimensions such as teams, agents, priorities, ticket categories, and other supported groupings, making it easier to understand support performance from multiple perspectives.

Carry Forward Visibility

In addition to newly created tickets, reports also provide visibility into unresolved tickets carried forward from previous periods, helping teams accurately assess backlog and ongoing workload.

Export Support

Report data can be exported for operational reviews, management reporting, audits, and deeper analysis.

Benefits

• Understand ticket volume and backlog trends more effectively.
• Monitor SLA performance and service quality with greater visibility.
• Identify ticket bottlenecks and workload distribution issues.
• Evaluate agent performance using meaningful operational metrics.
• Analyze support operations across teams, priorities, categories, and agents.
• Make faster and more informed support management decisions.
• Export report data for reviews and stakeholder reporting.

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