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.