The performance distribution graphs focus on the agent/group performance metrics like first response time, average response time and resolution time. The time taken is calculated based on the business hour that applies to each ticket. For example, 24 hrs means 1 day if you have a 24X7 support and 4 days if you have a 6 hrs X 5 days work day.

First response/Average response/Resolution time buckets

You can deep dive into each bucket by clicking on the corresponding bars. For example, you can click on the 48+ bucket to see tickets with the average response time greater than 48 hrs and find out why it took so long for your agents to respond to them.


You can filter this graph based on various ticket properties including agent and group. This helps you understand which agent/group is able to respond to and resolve maximum tickets quickly and which agent/group takes too long.


Average first response and response time trend

This graph shows the daily/weekly/monthly/quarterly/yearly trend of average first response time and average response time. When you hover over a data point, you can see the average time taken to send all the first responses in that time period and the average of average time taken to send any response to a requester in that time period.

You can identify problem areas in the trend graph and deep dive using the time bucket graphs above. For example, if you are viewing the weekly trend and see that the average response time in a particular week is too high, you can select that week alone in the filter and see the time bucket graph. This will show you the number of tickets responded to in that week and how long the agents took to respond. You can easily identify the tickets with high response time and act on them immediately.


Average resolution time trend

This graph shows the daily/weekly/monthly/quarterly/yearly trend of average resolution time. When you hover over a data point, you can see the average time taken to resolve tickets in that time period.




You can identify problem areas in the trend graph and deep dive using the time bucket graphs above. For example, if you are viewing the daily trend and see that the avg resolution time in a particular day is too high, you can select that day alone in the filter and see the time bucket graph. This will show you the number of tickets resolved in that week and how long the agents to resolve them. You can easily identify the tickets with high resolution time and act on them immediately.