What does each summary counter mean?

Counter

Meaning

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/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.