> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.swellsystem.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Reporting & Analytics

# Reporting & Analytics

Comprehensive reporting and analytics to track support performance and identify areas for improvement.

## Accessing Reports

1. Navigate to Support
2. Click "Reports" button in header
3. Or go directly to `/support/reports`

## Available Reports

### 1. Ticket Volume
Track ticket creation trends over time.

**Metrics:**
- Daily ticket volume (line chart)
- Status breakdown (doughnut chart)
- Priority breakdown (bar chart)
- Source breakdown
- Total ticket count

**Use Cases:**
- Identify peak support times
- Track ticket volume trends
- Analyze status distribution
- Monitor priority levels

### 2. Response Time Metrics
Measure how quickly your team responds to tickets.

**Metrics:**
- Average response time
- Median response time
- Minimum/Maximum
- 95th percentile
- 99th percentile
- Total responses

**Use Cases:**
- Monitor team responsiveness
- Identify bottlenecks
- Set performance goals
- Track improvements

### 3. Resolution Time Metrics
Track how long it takes to resolve tickets.

**Metrics:**
- Average resolution time
- Median resolution time
- Minimum/Maximum
- 95th percentile
- 99th percentile
- Total resolved

**Use Cases:**
- Measure resolution efficiency
- Identify complex issues
- Set resolution targets
- Track team performance

### 4. Agent Performance
Individual agent statistics and metrics.

**Metrics per Agent:**
- Total tickets assigned
- Resolved count
- Open count
- Resolution rate (%)
- Average response time
- Average resolution time

**Use Cases:**
- Identify top performers
- Support agent training
- Workload distribution
- Performance reviews

### 5. SLA Compliance
Monitor adherence to Service Level Agreements.

**Metrics:**
- First Response SLA:
  - Met count
  - Breached count
  - Compliance rate (%)
- Resolution SLA:
  - Met count
  - Breached count
  - Compliance rate (%)

**Use Cases:**
- Track SLA performance
- Identify breach patterns
- Improve compliance
- Report to management

### 6. Customer Satisfaction
Track customer satisfaction ratings and feedback.

**Metrics:**
- Average rating (1-5 stars)
- Total responses
- Rating distribution
- Feedback analysis

**Use Cases:**
- Measure customer happiness
- Identify improvement areas
- Track satisfaction trends
- Correlate with other metrics

### 7. Tag Analytics
Analyze ticket categorization and tagging patterns.

**Metrics:**
- Tag usage counts
- Top tags
- Tag trends over time

**Use Cases:**
- Understand common issues
- Improve categorization
- Identify problem areas
- Track tag effectiveness

## Filtering Reports

### Date Range
- **Preset Ranges**: Last 7, 30, 90, 365 days
- **Custom Range**: Select start and end dates
- Reports update automatically when filters change

### Inbox Filter
- Filter by specific inbox
- Or view all inboxes combined
- Compare performance across inboxes

## Exporting Reports

### CSV Export (Coming Soon)
Export report data to CSV for further analysis.

### Excel Export (Coming Soon)
Export to Excel with formatting and charts.

## Interpreting Reports

### Key Metrics to Watch
1. **Response Time**: Should meet SLA commitments
2. **Resolution Time**: Track efficiency improvements
3. **SLA Compliance**: Maintain high compliance rates
4. **Customer Satisfaction**: Aim for 4+ star average
5. **Ticket Volume**: Plan capacity based on trends

### Identifying Issues
- **High Response Times**: May indicate understaffing
- **Low Resolution Rates**: May indicate complex issues
- **SLA Breaches**: Review breach patterns
- **Low Satisfaction**: Investigate root causes

## Best Practices

1. **Review Regularly**: Check reports weekly or monthly
2. **Set Goals**: Establish targets for key metrics
3. **Share with Team**: Keep team informed of performance
4. **Act on Insights**: Use data to drive improvements
5. **Track Trends**: Monitor changes over time
6. **Compare Periods**: Compare current vs. previous periods

## Report Permissions

Access to reports requires:
- `support.view_reports` permission
- Typically granted to managers and administrators