Ticket-Team Performance

• Number of Owners

  Total number of ticket owners.

• Avg SLA breaches by Owner

  Number of Tickets with SLA breaches divided by number of ticket owners.

• Average CSAT rating

  Average CSAT rating for ticket Owners.

• SLA breaches by Customer tier

  Number of Tickets with SLA breaches for ticket owners.

• Active Tickets

  A distribution of tickets in Open and In Progress states and the respective owners.

• Closed Tickets

  A distribution of tickets in Closed state and the respective owners.

• SLA breaches

  Number of Tickets with SLA breaches for ticket owners.

• Tickets Escalated

  Number of tickets that are escalated by owner.

• Average Resolution Time

  Average time taken to resolve tickets by ticket owners.