Reports

Operational metrics for team leads. See how your team performs and where SLAs are at risk.

Access

Open Reports from the view menu. This page is available to users with the Team Lead role or higher.

Agent performance

Track metrics per agent: tickets resolved, average resolution time, first-response time, and reopen rate. Use this to spot bottlenecks or recognize top performers.

SLA compliance

A compliance chart shows the percentage of tickets meeting their SLA targets over time. Below it, an At-Risk table lists tickets approaching breach so you can intervene before deadlines pass.

Filtering

All report sections respect a shared date range filter. Pick a preset (last 7 days, 30 days, quarter) or set a custom range.

Export

Click Export CSV to download report data. Exports respect the active date range and filters, so you get exactly what's on screen.