The Agent Activity report can be used to see the stats for the Agents within your organisation so you can track their performance metrics. This can be useful in a Team when they are all answering similar types of Tickets to see where their strengths and weaknesses lie. It's also useful to be able to track the amount of tickets your Agents are responding to/resolving/closing.
The Activity Report generator will appear as below.
Each of the options above can help tailor the report to your requirements. Perhaps you need to see the stats on all IT Support Tickets that have been raised over the past month from a particular customer, from here you can see which members of your IT Support Team have answered the most tickets, closed the most tickets or have the most participations.
Ticket Type - If you have multiple Ticket Types you will be able to filter your report based on whichever one you choose from the dropdown.
Start Date - The start date you want your data to be drawn from.
End Date - The end date you want your data to be drawn from.
Tags - Any tags that you have used within a ticket will appear here in a dropdown. Multiple tags can be selected here.
Ticket Category - If you have Ticket Categories set up, you can choose to limit your report to a Ticket Category.
Ticket Sub-Category - As above the same can be done for Ticket Sub-category.
Once you have selected the fields you want to report on simply run your report from the bottom of the form.
The quick view stats will appear at the top of the page showing the number of Replies, Resolves, Participations & 5 Star Ratings per Agent.
The fuller statistics will be shown below the search form which can then be downloaded.