User Manual

From and To

Select the date and time from fields From and To to get the required ticket history reports in that particular time period.

This field is mandatory to get the reports.

Skill

Select skill from the dropdown list based on which reports are needed. It is optional.

By default All is the selected skill.

Status

Select status from the dropdown list based on which ticket history reports are needed. This field is mandatory to get reports.

Available Options:

•All: Displays all the email tickets irrespective of their status.

•Active: Displays a list of active email tickets.

•InProgress: Displays a list of email tickets whose status is InProgress.

•Transferred: Displays a list of email tickets that are transferred to others.

•Escalated: Displays a list of email tickets that are escalated to others.

•Resolved: Displays a list of resolved tickets.

By default All is the selected status.

Time Zone

Select the time zone based on which ticket history reports are needed.

Response Time(In Hours)

Provide response time of the email ticket based on which ticket history report is generated. It is optional.

Subject

Provide subject of the ticket based on which ticket history report is generated.

Ticket ID

Provide ID of the ticket based on which ticket history report is generated.

Operators

Select operators from the listbox based on which the ticket history report is generated.

Operators can also be searched using filter.

Listbox displays only available operators.

One can select the required operators from the Available Operators listbox using the single select  or bulk select  buttons based on which ticket history report is needed to be generated.

One can also remove operators from the Selected Operators listbox using single deselect  or bulk deselect  buttons.