Hi, we are using Blossom subscription. How can we create a customized report to show the number of open, un-resolve cases per agent? How to create another report to show average resolution days to resolve close cases?
Thank you.
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customise report
Hi Mei! There is a direct Agent performance report with us in Analytics, however, this is not a part of the latest Blossom plan and is feasible from the Garden plan of Freshdesk. To report on an agent level, You could alternatively clone any of the existing curated reports under Analytics, say, the Ticket Volume Trends and could have the metrics grouped by Agent name and this should provide you the statistics, sorted by agent name. Average resolution time can be tracked under the Helpdesk Performance report, and this could be cloned as well. Feel free to write to us at support@freshdesk.com for further assistance. Thanks!
hi, thank you for your help. However is there a guide on how to clone the report and set the metrics?
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