Technician Statistics

The Technician Statistics report provides an overview of individual technician performance metrics, offering insights into tickets handled, response times, and workload distribution.

Key Metrics

• Tickets Closed � Tickets that were closed during the selected date range.
• Active Tickets � Tickets that were "active" within the date range at least once (any status but "closed").
• Overdue Tickets � Tickets that have been closed after due date, or unclosed yet but the due date has passed.
• Tickets Submitted � Tickets this technician has created.
• Tickets Created on Behalf of Others
• Last Seen � When the agent was last seen in the app.
• Time Spent (Sum) � SUM of "time spent" for all tickets assigned to a technician within the date range.
• Response Time (Average and Median) � Time between ticket creation date and ticket "start date".
• Duration (Average and Median) � Time between ticket creation and ticket closing.
• Reply Sum � Number of all replies written during the selected period.

Interactive Charts

• Active Tickets Pie Chart � Visualizes the distribution of active tickets among technicians.
• Closed Tickets Pie Chart � Shows the proportion of tickets closed by each technician.
• Active Tickets Age by Technician � A breakdown of active tickets by their age for each technician, helping to identify tickets that may need prompt attention.

Category Permissions Audit: Lists which technician has access to handle tickets in specific categories, ensuring accountability and proper access control.