Ticket statistics

Ticket statistics are a collection of reports on tickets received through the chatbot. They allow you to monitor response times for both the agent and the user, as well as ticket resolution times. The statistics can be displayed for a selected period.

Each report can be downloaded as a .csv file.

Automation

This report shows the number and percentage of tickets from the selected time range that have been automated, meaning they were fully handled by the bot.

Tickets

This report provides information on the number of tickets, within a given time range, that:

• Are open and assigned to an agent,
• Are open and not assigned to an agent,
• Have been resolved,
• Were resolved after a single message from the agent.

User Responses

The user response report provides statistics on conversations between agents and users. This report shows:

• The number of users who responded on the same day,
• The number of users who responded within 3 days of the agent’s last message,
• The number of users who responded within 7 days,
• The number of users who responded after more than 7 days,
• The average user response time.

User response time is calculated from the agent’s last response.

Agent’s First Response Time

The agent response report provides statistics on how quickly agents respond to user inquiries, including:

• The average time for the first response,
• The minimum time for the first response,
• The maximum time for the first response.

All times are measured from when the ticket status is changed to “Open.”

Ticket resolution time

The ticket resolution time report shows how quickly bot users receive a solution to their problem. The statistics in this report include:

• The average time to resolve a ticket,
• The minimum time to resolve a ticket,
• The maximum time to resolve a ticket.

All times are measured from when the ticket status is changed to “Open.”

Time to assign to agent

The time to assign to an agent report indicates how long it typically takes for a ticket to be assigned to an agent. The statistics in this report include:

• The average time to assign to an agent,
• The minimum time to assign to an agent,
• The maximum time to assign to an agent.

All times are measured from when the ticket status is changed to “Open.”