Review Department Performance Metrics
This article explains total/open tickets and average first-response/resolution times by department.
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.
Department metrics
| Metric | Meaning |
|---|---|
| Total tickets | Tickets in the filtered Department/time scope. |
| Open tickets | Current unresolved/open work in that scope. |
| Average first response | Average time until the first qualifying staff response. |
| Average resolution | Average time to the report's resolution condition. |
Compare Departments only after confirming the same date/filter scope and understanding different workload/complexity.
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.
Interpret Department timing with workload
Average first-response and resolution times are most useful when compared over the same date range and with similar ticket mix. A Department handling complex cases may legitimately resolve more slowly than a team handling simple requests. Read timing next to ticket volume/open work rather than using a single average as a standalone performance judgment.
Verify the result
- Department totals match the same date/filter scope used by the rest of Max analytics.
- A known test ticket contributes to the expected Department only.
- Changing the date/Department filter updates the performance table consistently with the report totals.
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.