Statistics
The purpose of the statistics tool is to assist management monitor the quality/quantity of support being done by the support staff. It is also an overview of current system operation, as all tickets pending, disseminated, and closed are in the system. Statistics will show:
- Each Agent's name
- Tickets Never Touched
- Tickets Waiting
- Solved/Closed Tickets
- Total Number of tickets in Agent's Queue
- Also shows a percentage value of never touched (looked at) tickets with solved tickets. 0% Means Agent is performing extremely well.