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Reporting

Ticket reports you can read at a glance

Volume, closures, handling times and service level — by queue and by agent. You see how the team works and where cases get stuck.

Volume and statusQueue breakdownHandling timesService level

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Why connect them

Every service KPI in one place

From volume and closure rate to service level and first-contact resolution, with filters and export to a spreadsheet.

Volume and status

How much comes in, how much is closed, what is still open and how that spreads over time. The daily trend shows peaks and bottlenecks immediately.

Queues side by side

All queues at once: closures, first-contact resolutions, transfers and service level — one screen instead of five reports.

Handling time in three definitions

Different ways of measuring speed, plus a median that is not distorted by a handful of extreme cases.

How it works

What the reports cover

Each area answers a different management question.

  1. TicketsClosed, open by status and daily volume — the closure rate tells you whether the team is keeping up.
  2. QueuesReceived and closed, resolved on first reply, unhandled or merged, average handling time and service level per queue.
  3. ChannelsRequests and messages split by queue: e-mail, phone, form, chat.
  4. CallsFor the telephony module: direction, answered calls, service level and peak hours.
  5. Service levelHow many cases you catch in time, with thresholds for calls and for written requests.

Who it is for

Who uses them

Reports are read by different people for different reasons.

Team leaders

Daily queue load and which cases approach their deadline.

Heads of customer service

Handling times and first-contact resolution across queues and agents.

Boards and owners

Monthly service level and volume trends — Bank Spółdzielczy receives KPI dashboards and periodic reports.

Operations planning

Peak hours and load by location, queue and hour, which is how staffing gets decided on data.

FAQ — ticket reports

Can reports be exported?

Yes, with filters and export to a spreadsheet.

Can I see data per agent and per queue?

Yes. Volume, closures, handling times and service level are available in both breakdowns.

What is the closure rate?

Closed cases divided by all registered ones — it shows whether the team keeps pace with what arrives.

Are call reports included?

Yes, when the telephony or call centre module is used: direction, answered calls, service level and peak hours.

Is a median used instead of an average?

Handling time is available as a median as well, so a few extreme cases do not distort the picture.

How much does it cost?

Reports are part of the product. Plans are priced per agent: 119, 149 and 169 PLN net per user per month.

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