The Technician performance report analyzes ticket resolution times, satisfaction, and other metrics for a selected technician. 

Understanding the Technician performance report

How the report works

For the first response, both internal notes and public replies are considered. We evaluate tickets where the first comment was made after ticket creation. We calculate the time difference (delta) between ticket creation and the first comment, then average this time for all tickets.

The report will include tickets regardless of whether a contract is assigned to them.

We do not start counting from the time a technician is assigned; the technician assignment is used solely as a filter. If a ticket is not assigned to a technician, it won’t be included in the report for that technician.

Summary

The first section of the report displays summary information:

• Assigned: The number of tickets assigned to the technician during the selected time period.
• Closed: The number of tickets closed by the technician during the selected time period.
• Reopened: The number of tickets reopened by the technician during the selected time period.
• Average Close Time: The average time it took the technician to close tickets assigned to them during the selected time period.
• Average First Response: The average time it took the technician to first respond to tickets assigned to them during the selected time period.
• Average Work Time per Ticket: The average time spent working on a ticket by the technician during the selected time period.
  Note: Average Work Time Per Ticket is calculated by dividing the total time worked on a ticket by the number of time entries added to the ticket, taking the sum of the results, and dividing by the number of tickets in the time period.
  Assume you worked 10 hours on ticket A with 5 time entries (10/5=2), and 20 hours on ticket B, with 2 time entries (20/2=10). The sum of the results will be divided by the number of tickets (12/2=6). 

Tickets by Product 

This section of the report displays the proportion of tickets by 'Product Type' custom field. Learn more

Reopen Tickets by Product

This section of the report displays the proportion of tickets that were reopened after being resolved, based on the 'Product Type' custom field.

Average Time Entry Duration by Product

This section of the report displays the proportion of time entry durations by 'Product Type', displayed in minutes.

Tickets by Source 

This section of the report displays the proportion of tickets opened by source (phone, chat, scheduled tickets, email, API, and Customer Portal).

Tickets by Priority

This section of the report displays the proportion of tickets by priority (Critical, High, Medium, and Low). 

Technician Rating

The score is generated based on the satisfaction survey filled out by end users once tickets are resolved/closed. See how to automate sending a customer survey

Generate a Technician Performance Report

To run the Technician performance report:

1. From Reports (on the sidebar), click Technicians > Technician performance.

The Technician performance report page appears.

2. Select the report parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
  Note: Last X Days refers to the previous X days while Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Technician Name

3. Click Generate. The Technician performance report is displayed (see What is in the Technician performance report). 

To export the Technician performance report:

Click the Export dropdown, in the upper-right corner of the report, and select Excel or PDF.

Schedule a Technician performance report

To schedule the report, see Schedule a Report