Review Agent Performance Metrics
This article explains tickets handled, public replies, internal notes, resolved, open assigned, and satisfaction so administrators interpret the table correctly.
Where this fits in QC Support Ticket
Reporting is plan-aware. Core ticket totals remain available on all plans; Pro adds report filters, CSV export, and satisfaction features; Max adds advanced analytics and scheduled report delivery.
Primary location: Joomla Administrator → Components → QC Support Ticket → Tickets.
Before you begin
- Confirm the site currently has Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
- Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.
Agent metrics
| Metric | Meaning |
|---|---|
| Tickets handled | Tickets touched/handled in the current analytics scope. |
| Public replies | Customer-visible replies written. |
| Internal notes | Staff-only notes written. |
| Resolved | Tickets reaching resolved/closed behavior under the current report logic. |
| Open assigned | Current active work assigned to the Agent. |
| Satisfaction | Ratings associated with the applicable ticket/Agent context in the filtered period. |
Use these as operational signals, not a simplistic productivity ranking. Department mix, ticket complexity and response windows change what the numbers mean.
Verify the result
- The test Agent can open the Agent Queue and see allowed-Department tickets.
- The same Agent is denied or does not receive tickets outside the configured Department scope.
- Report totals/filters match a small known set of test tickets in the selected date and Department scope.
If it does not work as expected
- If totals appear wrong, confirm the date/time-zone range and Department/Category filter before assuming stored ticket data is wrong.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.