# Ticket Overview

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## Introduction

The Ticket Overview section provides detailed information about the distribution and status of tickets during the selected timeframe. This section includes the following metrics:

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2F1q9LLu4oFT91wAqsgOZT%2FScreenshot%202024-12-23%20at%201.39.43%E2%80%AFAM.png?alt=media&#x26;token=dd96837f-4017-4429-bb25-acc4ecc794ad" alt="" width="563"><figcaption></figcaption></figure>

1. **Total Tickets**
   * The total number of tickets created within the selected timeframe. A ticket is created when a customer sends a new inbound message or responds to an outbound message sent by the company.
2. **Marketing-Led Tickets**
   * The total number of tickets created when users replied to campaign messages within the selected timeframe.
3. **Customer-Initiated Tickets**
   * The total number of tickets initiated by customers within the selected timeframe.
4. **Active with Bot**
   * The number of tickets currently assigned to the Bot.
5. **Active with Agents**
   * The number of tickets in an open state that are currently assigned to agents.
6. **Resolved**
   * The number of tickets currently in the "Resolved" state and waiting to be closed.
7. **Closed**
   * The total number of tickets in the "Closed" state within the selected timeframe.
8. **Follow-up**
   * The number of tickets currently in the "Follow-up" state as assigned by agents.
9. **Waiting**
   * The number of tickets currently in the "Waiting" state as assigned by agents.

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## Agent Ticket States

The **Agent Ticket States** feature provides a graphical representation of ticket trends over a given time period. Users can apply filters to customize the view and analyze specific data points.

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2FLOIj8vO36VQnwm69lrfE%2FScreenshot%202024-12-23%20at%201.40.02%E2%80%AFAM.png?alt=media&#x26;token=254d2c82-8693-4cb8-be66-0c8d2aa5b0df" alt="" width="563"><figcaption></figcaption></figure>

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## Agent Handoff Trend

The **Agent Handoff Trend** graph provides insights into the interaction between bots and agents. This visualization displays the number of tickets handled by bots and the frequency of handoffs to agents.

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2F3j3wrgsG13ljR4XMvaek%2FScreenshot%202024-12-23%20at%201.40.15%E2%80%AFAM.png?alt=media&#x26;token=728bb935-e73a-40f2-a202-0b81646fc718" alt="" width="563"><figcaption></figcaption></figure>

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## Report Download

The Analytics Page also includes an option to download a comprehensive report. This report consists of all raw data associated with tickets within the selected timeframe.

* Export detailed raw data for offline analysis.
* Customizable timeframe to focus on specific periods.
* Format: CSV or Excel for compatibility with most analytics tools.

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2FTnzsY67cp8FJt9Pc3mZf%2FScreenshot%202024-12-23%20at%201.40.38%E2%80%AFAM.png?alt=media&#x26;token=57c6db90-bc4a-4e5a-af49-42606a7fd7c6" alt="" width="563"><figcaption></figcaption></figure>

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## Usage Tips

* Regularly monitor the Ticket Overview metrics to stay updated on ticket statuses and workflows.
* Use the **Agent Ticket States** graph to identify trends and patterns over time.
* Leverage the **Agent Handoff Trend** insights to enhance bot workflows and reduce manual interventions.
* Download and analyze raw data reports to gain deeper insights and generate custom analytics.

This Analytics Page is a central hub for monitoring ticket performance and optimizing customer support operations.

***

## FAQ'S

<details>

<summary>How are Total Tickets calculated?</summary>

Total Tickets include all tickets created within the selected timeframe, whether initiated by customers, generated by marketing campaigns, or triggered by outbound messages.

</details>

<details>

<summary>How does the Agent Handoff Trend help improve support efficiency?</summary>

This graph shows how many tickets are **handled by bots vs. handed over to agents**, enabling teams to optimize bot workflows and reduce manual workload.

</details>

<details>

<summary>Can I filter the ticket data to focus on specific timeframes?</summary>

Yes, users can apply **custom date filters** to analyze ticket performance over specific periods.

</details>

<details>

<summary>What are the benefits of analyzing raw ticket data?</summary>

* **Identify trends** in customer issues and resolution times.
* **Monitor agent performance** and workload distribution.
* **Optimize bot workflows** to reduce unnecessary agent handoff

</details>

<details>

<summary>Can I customize the analytics to focus on specific data points?</summary>

Yes, the platform allows **custom filtering** and segmentation based on ticket type, agent activity, and resolution status.

</details>