Use Max Advanced Analytics
This article explains Tickets, Resolved, average First response, average Resolution, Satisfaction, Agent performance, and Department performance with date/department/agent filters.
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.
How to do it
- Open the Max advanced analytics area under Tickets.
- Choose the date range and optional Department/Agent filters.
- Review Tickets, Resolved, average First response, average Resolution and Satisfaction together rather than treating one metric as a complete performance score.
- Review the Agent performance and Department performance tables for the same filter window.
- Change one filter and confirm all related cards/tables update to the same scope before exporting/reporting the numbers.
Metrics in the Max view
| Metric | How to read it |
|---|---|
| Tickets | Ticket volume in the selected scope. |
| Resolved | How many tickets reached the resolved/closed outcome counted by the report. |
| Average First response | Average elapsed time until the first qualifying staff response. |
| Average Resolution | Average elapsed time to resolution for the report population. |
| Satisfaction | Customer rating result where satisfaction data exists. |
| Agent / Department performance | Breakdowns using the same selected time/organizational scope. |
Compare like with like
Use the same date range and filters when comparing Agents or Departments. A shorter average can reflect a different ticket mix, not automatically better support. Review volume and resolution/satisfaction alongside timing metrics before using analytics for operational decisions.
Verify the result
- 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.