This section will explain the definition and data used for each analytics in QTicketing. Currently it was divided into two categories; Admin Analytics & Supervisor Analytics and Agent Analytics.
- Admin Analytics & Supervisor Analytics is analytics that admins can access. The analytics obtained from data from all channels and performance data from all agents. There are several data in this dashboard, including Ticket Statistics, Response Time, First Response Time and Resolution Time;
- Agent Analytics is analytics that agents able to access and only displaying the analytics data of the logged in agent account itself. Admin and supervisors also able to access these analytics through the “Agent Analytics” menu and be able to pick data of any registered agents.
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