The Customer Support Engagement Ticket iCube enables you to create ad hoc reports to analyze your organization’s customer support engagement process based on tickets raised through a ticketing system in conjunction with other business outcome metrics, such as development and DevOps. You can derive insights into parameters, such as customer satisfaction, SLA metrics, resolution response times and leverage these insights to identify areas of improvement as well as gauge the quality of development, DevOps phases impacting customer product experience and the support issues faced.
The iCube fetches tickets that are either created or solved in the last 12 months (including current month). However, the metrics in the iCube are calculated based on the relevant conditions and dates.
Note: This iCube currently supports only the Zendesk source system.
You can use the following attributes and metrics provided as part of the iCube to create your own reports:
| Attribute Name | Description |
|---|---|
|
Actual Prod Completed Date |
The Date and Time of a Defect Fix or Enhancement completion |
| Area | The specific feature within the product that is associated with the ticket |
| Assigned To | The name of the person to whom the ticket is assigned |
| Assignment Group | Name of the group assigned to the ticket |
| Calendar Date | Gregorian calendar date displayed in the format 'M/D/YYYY' |
| Calendar Month | Gregorian calendar month displayed in the format 'Mon YYYY' |
| Calendar Quarter | Gregorian calendar quarter displayed in the format 'Q# YYYY' |
| Calendar Week | Gregorian calendar week displaying the week number. For example, W21, W22. |
| Channel | The channel through which the ticket was created, such as Web, Email, Mobile, and so on. |
| Classification | The Complaint Category associated with the ticket. For example, Defect, Enhancement, Usage, or Process. |
| Created On | Date when the ticket is created |
| Customer | The name of the organization associated with the ticket. |
| Customer Group | The Digital.ai ranking cohort of the Customer |
| Customer Reference Number | Unique identifier number related to support of a Customer |
| Customer Spoc | A Person or a department who serves as focal point for any information |
| Date | Gregorian calendar date displayed in the format 'M/D/YYYY' |
| Defect Cri Dtn Jira | Defect number, CRI reference, or Jira number associated with ticket |
| Description | Description of the ticket |
| Development Approved Date | Date when Development of Defect Fix or Enhancement was Approved |
| Development Stage | Development Stage that the ticket request currently belongs to in the overall response process flow. |
| Development Start Date | Date when Development of Defect Fix or Enhancement was started |
| Due Date | The Date when Defect Fix or Enhancement is Due |
| Escalation Color | Escalation Color of Ticket |
| Escalation Status | Escalation Status of Ticket |
| First Reply Time Bracket | The time span that elapse between when a customer requests support and when customer service responds |
| Fix Version | Fix version associated with the ticket indicating the product version in which the fix is available. |
| Instance URL | The Zendesk URL of the Ticket Instance |
| Issue Created Date | Issue created date associated with the ticket |
| Lagging Count of Days | Count of number of days since the first data record till current day |
| Lagging Count of Months | Count of number of months since the first data record till current month |
| Lagging Count of Quarters | Count of number of quarters since the first data record till current quarter |
| Lagging Count of Weeks | Count of number of weeks since the first data record till current week |
| Planned PROD Delivery Date | The Date when the Fix is planned for Production Delivery |
| Planned UAT Delivery Date | The Date when the Fix is planned for UAT Delivery |
| Priority | Priority of the ticket |
| Product | Specific product associated with the ticket |
| Product Version | Version number of the product associated with the ticket |
| Reason Type | Specific reason associated with the ticket, such as Access, Usability, Connectivity, and so on. |
| Reopen Flag | Flag to indicate whether a ticket is reopened at least once irrespective of its current status. |
| Requester | Name of person who requested the ticket |
| Satisfaction Rating | The satisfaction rating provided by the customer on the ticket. Values include Good, Bad, Offered, and Unoffered. |
| Segment | Solutions Group to which the Product belongs |
| Solved On | Date when the ticket is solved |
| Source Ticket | The Source Ticket Number |
| Status | Current status of the ticket |
| Submitter | Name of the user who submitted the ticket |
| Ticket | Ticket represents the interaction between a customer and a support agent and can originate through various channels like email, Web, phone. |
| Ticket Number | Unique identifier for the ticket |
| Type | Type of ticket, such as Question, Incident, Problem, or Task. |
| Updated On | Date the Ticket was added with new details |
| Metric Name | Description | Formula |
|---|---|---|
| % Bad Satisfaction Tickets | % of bad satisfaction tickets to total rated tickets | (([Bad Satisfaction Tickets] / [Rated Tickets])) |
| % Good Satisfaction Tickets | % of good satisfaction tickets to total rated tickets | (([Good Satisfaction Tickets] / [Rated Tickets])) |
| % One Touch Tickets | % of one touch tickets to total tickets. One touch tickets refer to solved or closed tickets with just one response. | (([One Touch Tickets] / [Created Tickets])) |
| % Reopened Tickets | % of reopened tickets to total tickets | (([Reopened Tickets] / [Created Tickets])) |
| % Satisfaction Related | The ratio of the number of tickets rated with either good or bad satisfaction over all surveyed tickets | NullToZero(([Rated Tickets] / [Surveyed Tickets])) |
| % SLA Achieved | Percentage of tickets where SLA policy is applicable and whose SLA status is Achieved as compared to the total number of SLA applicable tickets. | (([SLA Achieved Tickets] / [No of SLA Tickets])) |
| % SLA Breached |
Percentage of tickets where SLA policy is applicable and whose SLA status is Breached as compared to the total number of SLA applicable tickets. |
(([SLA Breached Tickets] / [No of SLA Tickets])) |
| Active Escalated Tickets | Count of Tickets where an Escalation was Requested | Count([Created Tickets]) <[Ticket Escalation Status = REQUESTED]> |
| Avg Assignee Stations | Average number of agents a ticket has been assigned or Re-assigned to | NullToZero(([No of Assignees] / [Created Tickets])) |
| Avg Days to Close Ticket | Average requester wait time (in days) for tickets that are closed. | (([Requester Wait Time - Closed] / ([Closed Tickets] * 86400))) |
| Avg Group Stations | Average number of Group Stations | NullToZero(([No of Groups] / [Created Tickets])) |
| Avg Ticket Age (Hours) | Average age of tickets in hours. | (([Ticket Age] / ([Created Tickets] * 3600))) |
| Avg Ticket Resolution Time (Hours) | Average resolution time of tickets in hours. | (([Full Resolution Time] / ([Closed Tickets] * 3600))) |
| Bad Satisfaction Tickets | Total number of tickets that were rated with a Bad ticket satisfaction rating. | Count([Created Tickets])<[Ticket Satisfaction = BAD] |
| Created Tickets | Total number of tickets that are created | Count([Created Tickets]) |
| Good Satisfaction Tickets | Total number of tickets that were rated with a Good ticket satisfaction rating. | Count([Created Tickets])<[Ticket Satisfaction = GOOD]> |
| Last Assignment to Resolution Time (Hours) | Total time in hours between when the ticket was last assigned to ticket resolved | NullToZero(([Last Assignment to Resolution Time] / 3600)) |
| Median of First Resolution Time - Business Hours (Hours) |
The median hours of total time between when the ticket was created and when it was first resolved within business hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
Sum(([First Resolution Time - Business Hours] / 3600)) |
| Median of First Resolution Time (Hours) |
The median hours of total time between when the ticket was created and when it was first resolved. This metric is applicable to tickets that are created within the last 12 months (including current month). |
Sum(([First Resolution Time] / 3600)) |
| Median of First Response Time - Business Hours (Hours) |
The median hours before a first reply is made on a ticket after being picked up within business hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
Sum(([First Response Time - Business Hours] / 3600)) |
| Median of First Response Time (Hours) |
The median hours before a first reply is made on a ticket after being picked up. This metric is applicable to tickets that are created within the last 12 months (including current month). |
Sum(([First Response Time] / 3600)) |
| Median of Full Resolution Time - Business Hours (Hours) |
The median hours before a ticket is fully resolved within business hours. This metric is applicable to tickets that are solved or closed within the last 12 months (including current month). |
Sum(([Full Resolution Time - Business Hours] / 3600)) |
| Median of Full Resolution Time (Hours) |
The median hours before a ticket is fully resolved. This metric is applicable to tickets that are solved or closed within the last 12 months (including current month). |
Sum(([Full Resolution Time] / 3600)) |
| Median of Last Assignment to Resolution Time (Hours) | The median hours of total Time between when the ticket was last assigned to ticket resolved | Sum(([Last Assignment to Resolution Time] / 3600)) |
| Median of Requester Wait Time - Business Hours (Hours) |
The median hours that a ticket spends in the New, Open, and On-hold statuses within business hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
Sum(([Requester Wait Time - Business Hours] / 3600)) |
| Median of Requester Wait Time (Hours) |
The median of total time a ticket spends in the New, Open, and On-hold statuses in hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
Sum(([Requester Wait Time] / 3600)) |
| Median of Ticket Age (Hours) |
The median age of tickets that are created within the last 12 months (including current month). |
Sum(([Ticket Age] / 3600)) |
| Median of Unsolved Tickets Time Since Last Update (Hours) |
The median of duration in hours between when unsolved tickets were last updated till the current time. The median age of tickets that are created within the last 12 months (including current month). |
Sum(([Time Since Last Update] / 3600))<[Unsolved Tickets] |
| Multi Touch Tickets | Total number of tickets that required more than one agent to solve | Count([Closed Tickets])<[Ticket Multi Touch] |
| No of SLA Tickets | Total number of tickets that are associated with an SLA policy. | Count([Created Tickets])<[Ticket SLA Applied = Y] |
| One Touch Tickets | Total number of tickets that were solved with just one-touch (one response) | Count([Closed Tickets])<[Ticket First Call Resolution Flag = Y] |
| Rated Tickets | Total number of tickets that were rated either bad or good by the requester. | (([Good Satisfaction Tickets] + [Bad Satisfaction Tickets])) |
| Reopened Tickets | Total number of tickets that were reopened during the selected period. | Count([Created Tickets])<[Ticket Reopen Flag = Y] |
| SLA Achieved Tickets | Total number of tickets with an SLA policy applied and whose SLA status is Achieved | Count([Created Tickets])<[Ticket SLA Status = ACHIEVED] |
| SLA Active Breached Tickets | The count of all tickets where at least one SLA metric status is Active and SLA is Breached | Count([Created Tickets]) <[Ticket SLA Active Flag = Y & Ticket SLA Status = BREACHED]> |
| SLA Active Tickets | The count of all tickets where at least one SLA metric status is Active | Count([Created Tickets]) <[Ticket SLA Active Flag = Y]> |
| SLA Breached Tickets | Total number of tickets with an SLA policy applied and whose SLA status is Breached | Count([Created Tickets])<[Ticket SLA Status = BREACHED] |
| Solved Tickets | Total number of solved or closed tickets. | Count([Closed Tickets]) |
| Surveyed Tickets | Total number of tickets that were surveyed by a satisfaction survey | Count([Created Tickets])<[Ticket Satisfaction IN (GOOD,BAD,OFFERED)] |
| Ticket Agent Work Time - Business Hours (Hours) |
Total time (in hours) spent investigating and working on specific request within business hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([Agent Work Time - Business Hours] / 3600)) |
| Ticket Agent Work Time (Hours) |
Total time (in hours) spent Investigating and working on specific request. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([Agent Work Time] / 3600)) |
| Ticket Backlog | Total number of tickets that are in the New, Pending, Hold, or Open states | Count([Created Tickets])<[Unsolved Tickets]> |
| Ticket First Response Time - Business Hours (Hours) |
Total time (in hours) to acknowledge a ticket and provide the first public response within business hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([First Response Time - Business Hours] / 3600)) |
| Ticket First Response Time (Hours) |
Total time (in hours) to acknowledge a ticket and provide the first public response. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([First Response Time] / 3600)) |
| Ticket Next Reply Time - Business Hours (Hours) |
Time (in hours) between responses to customer within business hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([Next Reply Time - Business Hours] / 3600)) |
| Ticket Next Reply Time (Hours) |
Time (in hours) between responses to customer, between a customer comment and an agent public response. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([Next Reply Time] / 3600)) |
| Ticket Requester Wait Time - Business Hours (Hours) |
Total time (in hours) spent by a ticket in the New, Open, and On-hold statuses within business hours. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([Requester Wait Time - Business Hours] / 3600)) |
| Ticket Requester Wait Time (Hours) |
Total time (in hours) spent by a ticket in the New, Open, and On-hold statuses. This metric is applicable to tickets that are created within the last 12 months (including current month). |
(([Requester Wait Time] / 3600)) |
| Unreplied & Unsolved Tickets | Total number of unsolved tickets that have not received an agent response. | Count([Created Tickets])<[Ticket Replies =0 & Unsolved Tickets] |
| Unsolved Tickets Time Since Last Update (Hours) |
Total duration (in hours) between when unsolved tickets were last updated till the current time. This metric is applicable to tickets that are created within the last 12 months (including current month). |
Sum(([Time Since Last Update] / 3600))<[Unsolved Tickets] |
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