Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk and it helps you allocate resources accordingly.
'Day of the week' and 'Hour of the day' trend of tickets received and resolved
| Most tickets were received around | A sum of tickets received in each hour across all the days in the selected period is taken, and the hour with maximum number of tickets received is shown |
| Most tickets were resolved around | A sum of tickets resolved in each hour across all the days in the selected period is taken, and the hour with maximum number of tickets resolved is shown |
| Most tickets were received on | A sum of tickets received in each day of the week across the weeks in the selected period is taken, and the day of the week with maximum number of tickets received is shown |
| Most tickets were resolved on |
A sum of tickets resolved in each day of the week across the weeks in the selected period is taken, and the day of the week with maximum number of tickets resolved is shown |
In the selected time period, the average number of tickets received and resolved for each day of the week and each hour of the day is plotted here (Time of the day depends on your account's timezone).
For example, if you hover over the 12th hour on a Monday, you will be able to see the average tickets received and resolved during the 12th hour of all Mondays in the selected time period. And if you choose just one day as your selected time period, the average number of tickets received and resolved for that day alone is populated. This gives you an idea of what each hour of the day and each day of the week generally looks like.
You can get various insights from this graph like
- how many tickets you receive on average on a Monday (or any day of the week's) morning,
- when your agent productivity peaks,
- which hour of which day receives too many tickets but has barely any people to handle it, etc.
Depending on these insights you can figure out which time/day needs more agents of if you need to have a 24X7 support. You can also figure out the right time for tickets to come in and communicate that with the customer.
To make sure that the average values shown are not skewed by the activity on one particular day, read this graph along with the ticket volume trend graph on top.
This article talks about the third graph available under the ticket volume trends report.
Links to other graphs available in Ticket volume trends: Ticket received, resolved and unresolved trend graph || Load Analysis
Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk and it helps you allocate resources accordingly.
'Day of the week' and 'Hour of the day' trend of tickets received and resolved
| Most tickets were received around | A sum of tickets received in each hour across all the days in the selected period is taken, and the hour with maximum number of tickets received is shown |
| Most tickets were resolved around |
A sum of tickets resolved in each hour across all the days in the selected period is taken, and the hour with maximum number of tickets resolved is shown |
| Most tickets were received on |
A sum of tickets received in each day of the week across the weeks in the selected period is taken, and the day of the week with maximum number of tickets received is shown |
|
Most tickets were resolved on |
A sum of tickets resolved in each day of the week across the weeks in the selected period is taken, and the day of the week with maximum number of tickets resolved is shown |
In the selected time period, the average number of tickets received and resolved for each day of the week and each hour of the day is plotted here (Time of the day depends on your account's timezone).
For example, if you hover over the 12th hour on a Monday, you will be able to see the average tickets received and resolved during the 12th hour of all Mondays in the selected time period. And if you choose just one day as your selected time period, the average number of tickets received and resolved for that day alone is populated. This gives you an idea of what each hour of the day and each day of the week generally looks like.
You can get various insights from this graph like
- how many tickets you receive on average on a Monday (or any day of the week's) morning,
- when your agent productivity peaks,
- which hour of which day receives too many tickets but has barely any people to handle it, etc.
Depending on these insights you can figure out which time/day needs more agents of if you need to have a 24X7 support. You can also figure out the right time for tickets to come in and communicate that with the customer.
To make sure that the average values shown are not skewed by the activity on one particular day, read this graph along with the ticket volume trend graph on top.