create monthly analytics report for tickets
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
ART-1003_KNOWLEDGE_NODE-23
CURRENT_DATE);\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\n\n\nTicket Backlog\n\n\n  Definition\n    \n      The number of unresolved support tickets at any given time, which can indicate workload and efficiency issues.\n    \n  \n  Calculation\n    \n      (Total number of open tickets) - (Total number of tickets closed during a specific period)\n    \n  \n\n\nSELECT (COUNT(*) - (SELECT COUNT(*) FROM tickets WHERE status = 'closed' AND EXTRACT(@period FROM created_at)
Understanding a Support Lead's Pain Points and KPIs
ART-1004_KNOWLEDGE_NODE-9
tickets\nWHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)\nGROUP BY engineer_id;\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\n\n\nIndividual Customer Satisfaction (CSAT) Score\n\n\n  Definition\n    \n      A metric that gauges customer satisfaction with the support provided by a specific engineer, typically collected through surveys.\n    \n  \n  Calculation\n    \n      (Number of satisfied responses for the engineer) / (Total number of
Understanding a Support Engineer's Pain Points and KPIs
ART-1003_KNOWLEDGE_NODE-24
= EXTRACT(@period FROM CURRENT_DATE))) AS TicketBacklog\nFROM tickets\nWHERE status != 'closed'\nAND EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE);\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\n\n\nEscalation Rate\n\n\n  Definition\n    \n      The percentage of support tickets that require escalation to higher-level support or other departments.\n    \n  \n  Calculation\n    \n      (Total number of escalated tickets) / (Total number of tickets)
Understanding a Support Lead's Pain Points and KPIs
ART-1952_KNOWLEDGE_NODE-27
bring in data from other sources as well.\n\nDiscover\n--------\n\nTo get started, click the \xe2\x9a\xa1 button on a vista. The following options are available:\n\n* Create New Report\n* View Past Reports: Created by me or shared with me\n\nYou can also search for reports and find more on the **Explore** page.\n\n![]()\n\n### Create\n\nYou can create your own reports by adding a name, description, and creating widgets. Here, you'll also be able to preview your report and make any necessary
Vista Reports | Vistas | Computer by DevRev | DevRev
ART-1003_KNOWLEDGE_NODE-25
* 100\n    \n  \n\n\nSELECT (COUNT(*) * 100) / (SELECT COUNT(*) FROM tickets WHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)) AS EscalationRate\nFROM tickets\nWHERE is_escalated = 1\nAND EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE);\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\n\n\nAgent Utilization Rate\n\n\n  Definition\n    \n      The percentage of an engineer\xe2\x80\x99s working hours spent on handling customer
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-1979_KNOWLEDGE_NODE-27
also be used to engage customers for feedback/ideas (such as new feature ideas). Scoping is important for broadcast tickets as there needs to be a differentiation between broadcast (all revs) vs. multicast (particular revs).\n\nViews of tickets can be found under **Support** in the DevRev app.\n\n![]()\n\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\n\nAttributes\n----------\n\nTickets have attributes that can be used to filter
Tickets | Computer for Support Teams | DevRev
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-33
are interested in visualizing\n\nApply the necessary 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.)2. Customizing CSAT Surveys\n\nYes,
Support queries related playbook