What does each summary counter mean?
The tiles at the top of Ticket Reports each count something different, and they are not all measured against the same date. That is why they do not add up to each other.
Counter | Counts |
All Tickets | Total raised in the range. |
Closed / Resolved | Tickets whose latest status change is Closed or Resolved. |
Unresolved | Tickets not currently in a Closed or Resolved status. |
Closed within SLA | Resolved on or before the resolve-due date. |
Closed after SLA | Resolved after the resolve-due date. |
Overdue | Still open and past the resolve-due date, with the timer not paused. |
SLA Breach | Past the response-due date, still unassigned and not closed. |
Avg 1st Response | Average time from raised to first reply, for tickets first-responded in the range. |
Avg Resolution | Average time from raised to resolution, for tickets resolved in the range. |
Outbound / Inbound Replies | Agent replies out, and customer replies in. |
Why the counters do not reconcile
The tiles do not all measure the same date, so they will not always agree:
- All Tickets counts tickets raised in the range
- Avg Resolution counts tickets resolved in it
- Avg 1st Response counts tickets first answered in it
They answer related but distinct questions. A mismatch between them is the expected result, not a fault.
What "Unassigned" means in the charts
It means the ticket has no agent. Empty agent or group values are labelled Unassigned. The SLA Breach counter also refers to tickets with no owner.
Related
The dashboard uses a separate set of counters with different definitions. See Dashboard counters explained.
Overdue and SLA Breach are summarised above as counter definitions. For why a late ticket sometimes carries no flag at all, see Overdue, SLA breach and response overdue.
