Smart Ticket Reports Overview

Displays reports on tickets issued from LiveAgent for the past 30 days. Can be used to verify whether ticket processing was completed within appropriate timeframes (SLA), whether the number of responding agents is adequate, and more. Each report item can also be exported in CSV format.

To view this report, select “Reports” > “Tickets” from the left menu in the agent screen.

Report Details

Ticket Load

Used to analyze whether there are sufficient agents handling ticket processing, or whether there are issues with each person’s response skills. This item compares the number of available agents, ticket issuance count, and live chat queue count by minimum, maximum, and average values respectively.

Agent Availability

Displays a list of login history for each agent. In addition to logon and logout times, online time is also measured.

SLA Performance

SLA Compliance

Displays in an hourly list whether the SLA set in “SLA Rules” is being properly adhered to.

SLA Log

Logs are recorded when “SLA Rules” cannot be adhered to.