Reports and activity
Agents use Reports to review their organization's service. Reports are calculated from current ticket records when requested. Activity records operational and administrative events; a management account sees its own scope rather than customer ticket conversations.
Choose the reporting period
- Open Reports.
- Select Last 4 weeks, Last 12 weeks (the initial view) or Last 26 weeks.
- Read the summary sentence and comparison note. Period measures compare with the immediately preceding period of the same length. A blank value or nothing to compare with means the necessary data is absent; a zero earlier value cannot supply a normal percentage comparison.
- Start with Open right now and Oldest open tickets, then use the remaining cards to explain workload and outcomes.
Open-now cards describe the current queue even when you change the reporting period. A queue filter does not filter these reports. Imported historical records count according to their original dates, so importing can change earlier-period figures.
What each card measures
| Card | Definition and use |
|---|---|
| Open right now | Current tickets grouped by who is waiting: New and In Progress are waiting on IT; Waiting on Requester and With the assistant are shown separately. The headline is waiting on IT, while the note gives all open tickets and the earlier open count. |
| Oldest open tickets | Current open tickets ordered by age, with status, priority and assignee. Select a ticket-number link to investigate or See all … in the queue for the full queue. |
| Tickets per week | Tickets reported during the selected period, compared week by week with the preceding period; the reference line shows the weekly average. |
| First response | Elapsed time from Date reported to the first reply from a person in IT Support. Assistant replies do not count as the human first response. Shows median, worst and measured ticket count, plus weekly medians. |
| Time to resolve | Elapsed time from Date reported to Date completed for tickets currently Completed in the completion period. Shows median, worst and count, plus weekly medians. |
| By System | Reported tickets grouped by System, with the prior-period comparison. |
| By Department | Reported tickets grouped by Department, with the prior-period comparison. |
| Tickets by device category | Reported tickets with linked inventory devices, grouped by device category. A ticket involving several categories can contribute to more than one category. The headline distinguishes tickets with and without devices. |
| By agent | Completed tickets attributed to their assigned human agent, excluding those marked resolved by Assistant, alongside each agent's median first response. It is not a count of every message the agent sent. |
| Resolved by the assistant | Completed tickets marked resolved by Assistant, as a share of all completed tickets, with median resolution time. The split distinguishes assistant replies that named a help article. Per-assistant totals appear when available. |
| AI model calls / Tokens (in / out) | Recorded application model usage during the period and preceding period. Estimated cost uses published provider pricing when known. It is not the provider invoice. |
| Tokens per conversation | Average recorded tokens over the conversations counted by the report; the card shows the denominator and earlier average. |
| Satisfaction | Answers to Did this fix it?: Fixed, Not fixed and No answer. The headline percentage is based on people who answered, not every employee. |
Time measures are elapsed clock time rather than business-hours service-level calculations. Missing dates or missing replies exclude records from the corresponding timed metric; a dash is not an immediate response. Median means half the measured observations are at or below that time; worst is the maximum.
Set targets
On First response, enter a positive Target in minutes and select Set. On Time to resolve, enter the target in hours and select Set. Read Saved and the refreshed reference line. Targets are saved for the organization and available to agents; they guide interpretation and do not create reminders, staff availability or contractual guarantees.
Investigate an unexpected figure
Check the organization, period and card definition. Use a linked old ticket or open the queue to inspect relevant records: dates, status, completion, assignment, messages and attached devices. A reopened ticket's current status affects completion figures. Historical imports with no original human chat messages cannot establish a human first-response time merely from an imported completion date.
Record the card, period, value and example ticket numbers when reporting a discrepancy. Current reports are recalculated, so a later edit or import can change the result.
Read Activity
- Open Activity. Events appear newest first with date/time, actor and recorded message.
- Read the outcome: a failed test or sync entry is not a successful connection.
- Open the relevant record or settings page to inspect its current state. Microsoft 365 and Assistant also show connection-specific Recent activity.
- Reload Activity to retrieve later entries; this page reads the list when opened and does not provide its own filter or export control.
For support, include the organization, page, action, time, exact error and relevant record numbers. Do not include passwords, secrets, provider keys, invitation links or sign-in codes in a general support message.