View - uwvd_ticket_response
Purpose:
The UWVD Ticket Response Report analyzes the response times to tickets submitted by employees, helping HR identify areas for improvement in service delivery.
What do we get:
Columns such as ID, Username, Email, Manager, Designation, and many more will inherit from the Users_Master data source, ensuring that all fields in the Users_Master data are also part of this data source, thereby maintaining consistency and accuracy across employee records. The following columns are included in this report:
| Fields | Descriptions |
|---|---|
| Response ID | Unique identifier for each response. |
| Department | The department handling the ticket. |
| Ticket# | The identification number of the ticket. |
| Email Received On | The date when the email regarding the ticket was received. |
| Responded On | The date when the response was sent. |
| Help Topic | The topic under which the ticket falls. |
| TAT | Turnaround time for the response. |
| Agent Name | Name of the agent who responded to the ticket. |
| Staff Id | Identification number of the staff member. |
| Customer | Name of the customer who raised the ticket. |
| Customer Email | Email address of the customer. |
| Customer Domain | The domain of the customer's email address. |