Overview

The Detailed Ticket report provides an extensive view of all tickets opened, updated, or closed in the time frame provided.

Columns

Column Name	Description
Session ID	The ticket number.
User Name	The ticket's owner.
Status	Opened, Closed, Snoozed, Pending.
Direction	Incoming/Outgoing
Session Open Timestamp	The time at which the ticket was first opened.
Session Last Update	The time when the ticket was last updated.
Session Closed Timestamp	Ticket closed timestamp
Closed Automatically	Whether the ticket was automatically closed due to: 1. The session was pending and wasn't answered in the idle time frame. 2. There was no activity in the Idle ticket lifetime.
Comm. Channel	The current ticket's communication channel.
Customer Name	The name of the Customer.
Customer Identifier	An identification detail that depends on the communication channel from which the customer is contacted (e.g., customer email address, customer phone number, customer FB account, etc.).
First Customer Message	The time-stamp of the first message sent by the customer.
First Agent Message	The time-stamp of the first message sent by an Agent.
Last Customer Message	The time-stamp of the last message sent by the customer.
Queue Wait time	The total time that the customer waited in the queue, including the time the department was closed (i.e., the ticket entered the queue 5 min before the end of the day. The ticket was assigned the next day 5 min after the beginning of the day. The time will include the time the department was closed.)
Queue Wait time Net	The time that the customer waited in the queue when the department was Opened. (i.e., the ticket entered the queue 5 min before the end of the day. The ticket was assigned the next day 5 min after the beginning of the day. The time will be 10 min.)
1st Response Time	Total time from session open to the agent's first message.
1st Response Time Net	Total net time (deducted time out of business hours) from the session open to the agent's first message.
Handle Time	The total time from ticket opening to close, including when the department was closed.
Handle Time Net	When the department was Opened, the total time from ticket opening to closing.
Conversation Time Net	Total net duration (deducted time out of business hours) from the first to the last message
Avg. Agent Msg. Response Time Net	The average time the agent takes to respond throughout the session after alocation, not including when the department was closed.
Outgoing Messages	The total number of messages sent to the customer by the agents in this session.
Incoming Messages	The total number of messages sent by the customer in this session.
Outgoing Media	The total number of attachments sent by agents in this session.
Incoming Media	The total number of attachments sent by the customer in this session.
Subject	Ticket subject (field1).
Field2	Dynamic field.
Field3	Dynamic field.
Field4	Dynamic field.
Field5	Dynamic field.
Field6	Dynamic field.
Field7	Dynamic field.
Field8	Dynamic field.
Field9	Dynamic field.
Field10	Dynamic field.
Survey Avg.	Average survey score (for rating questions only).
Tags	The tags attached to this ticket.
Source Page Name	The page from which the customer contacted.
Source Page Link	The customer's source URL, i.e., Web Chat URL, Facebook page URL, Instagram page URL, etc.
Path	The path the customer went through in the bot.
Department Identifier	An identification detail depends on the communication channel from which the customer is contacted.
Response SLA Percentage	Adherence to the initial response time set for this channel. More than 100 percent means the SLA was exceeded.
Transferred In	Was the ticket transferred in from another department
Transferred Out	Was the ticket transferred out to another department