metrics resolution time grouped by group support level conversation tickets created grouped by year month week day hour
ART-1003_KNOWLEDGE_NODE-19
t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\n\n\nAverage Resolution Time (ART)\n\n\n  Definition\n    \n      The average time it takes to resolve a customer issue from the moment it\xe2\x80\x99s reported.\n    \n  \n  Calculation\n    \n      (Sum of resolution times for all resolved tickets) / (Total number of resolved tickets)\n    \n  \n\n\nSELECT AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS
Understanding a Support Lead's Pain Points and KPIs
ART-15716_KNOWLEDGE_NODE-36
the Dashboards section.\n\nAdd a widget for \xe2\x80\x9cTicket Resolution Time\xe2\x80\x9d or \xe2\x80\x9cAverage Time to Resolution.\xe2\x80\x9d\n\nConfigure the widget to display data by agent, team, or time period.\n\nUse filters to focus on specific ticket types, priorities, or customer segments.\n\nFor more granular analysis, use a table or chart widget with custom SQL or filters.\n\nThis will help you monitor and improve your team\xe2\x80\x99s responsiveness.5. Configuring branding of the
Support queries related playbook
ART-15716_KNOWLEDGE_NODE-35
filters\n\nYou can create a simple report by clicking on the Smart Icon at the top right corner and selecting \'Create New report.\' Create a dashboard and a widget by giving a name. Select the dimensions and measures and finalize the visualization of the widget and click on the preview widget to test it out.\n\nEach widget can be customized with filters, groupings, and visualizations (charts, tables, etc.)4. Create a dashboard for tracking ticket resolution time\n\nCreate a new dashboard in
Support queries related playbook