The purpose of a customer report is to evaluate the work done by the customer support agents for a customer’s company. This type of report provides the following data:
- The total number of tickets received from a customer;
- The number of tickets by the agent / status;
- Ticket resolution time (average);
- First reply time (average).
You can also create a resolution time report to see the total time spent by the agent for a specific customer or for a specific company.