Support (Overview)

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The support workload in one sheet: how many tickets arrived, how many were resolved and how fast the first staff reply went out.

Opening the Screen

Open WAnalytics from the menu, then pick Support → General Overview on the rail at the left. The address is {admin}/wanalytics/support.

What Is on the Screen

The sheet has a masthead, a row of figures and two panels under them.

Masthead Report name, the period it covers, the date field with its quick-range menu, and two buttons: Apply and Download as PDF.

Figures Four readings. New Tickets and Resolved Tickets always carry a badge comparing the value with the previous period of the same length; Avg. Response Time carries one only when at least one ticket in the period was answered.

Ticket Trend A day by day chart with two series: Created as an area and Resolved as columns.

Ticket Distribution A list. Each row carries its own count and its share of the total. By status, by department and by staff the largest group sits on top; by priority and by response time the order is fixed instead (priority level from low to urgent, time bands from shortest to longest).

The four figures

New Tickets Tickets opened inside the selected period.

Open Tickets Tickets waiting for a reply or in progress at this moment. This one has no comparison badge.

Resolved Tickets Tickets marked as resolved whose last reply falls inside the period.

Avg. Response Time Average wait from a ticket opening to the first staff reply. The line under it says how many tickets went into the average. Tickets that never got a staff reply are left out. If not one ticket in the period was answered, the reading is No replies yet and the line under it reads First Staff Reply instead of a count.

Fields

Date Range The period the figures and the chart are calculated over. Optional. Left empty, the last 30 days are used. The calendar offers today, yesterday, the last 7 and 30 days, this month and last month, plus a range you pick yourself.

Ticket Distribution Which breakdown the list under it uses. Five choices: By Status (the default), By Priority, By Department, By Staff and By Response Time.

Tasks

Change the period

Click the date field in the masthead and click two dates, or open the quick-range menu beside it and pick a ready range.
Close the calendar (click outside it). The page reloads and every figure is recalculated.
The period travels in the address, so you can bookmark the link or send it to a colleague.

Switch the breakdown

Open the select next to the Ticket Distribution heading.
Pick a breakdown. The list is rebuilt in place, without a page reload.
Empty buckets are not listed, so a short list means the rest of the buckets have no tickets.

Download the sheet

Click the Download as PDF button at the top right of the sheet.
The file carries the figures, the chart and the list as you see them, with your logo and the period on it.
The calendar and the buttons stay out of the file.

Things to Watch

Open Tickets does not follow the period

It always counts what is open at this moment. Reading it as part of the same period as the other three figures will mislead you.

The distribution list follows the period

The list is calculated from the same date range as the figures above, so the two can be compared directly. Switching the breakdown only changes the grouping, not the period.

Required Privileges

The whole screen sits behind a single privilege, WANALYTICS. Without it the page does not open.

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