Understanding the Group Top-N Analysis Report

Tickets Resolved

This report shows a showcase of top five groups from the service desk sorted by the number of tickets they have resolved over the selected time period.

SLA Compliance (descending)

This report shows the top five groups in the helpdesk, who / that have resolved the most number of tickets in compliance with your SLA policy.

First Contact Resolution

This report shows the five most active groups in the service desk who have resolved the most number tickets with their first response (first contact resolution).

Tickets Backlog

This report shows a list of top groups in the service desk sorted by the most number of ticket backlogs over the selected time period.

SLA Compliance (ascending)

This report shows a list of top five groups in the helpdesk, who / that have resolved the least number of tickets in compliance with your SLA policy.