Client PortalSupport
Support Reporting
Metrics and analytics for support team performance
Track support team performance with response times, resolution rates, and customer satisfaction metrics.
Key Metrics
Open Tickets
Current backlog
Avg Response Time
First response speed
Resolution Rate
% resolved in SLA
CSAT Score
Customer satisfaction
Reports
Performance Report
- Tickets by status
- Tickets by category
- Response time distribution
- Resolution time distribution
Acceptance Criteria
Frontend
- Performance Report workflow is implemented in the UI as described.
Backend / API
- Backend behavior supports Performance Report as documented.
Permissions
- Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
- All business rules for this feature are enforced.
Error Handling
- Error states return clear messages and appropriate HTTP status codes.
Agent Report
- Tickets per agent
- Response times per agent
- Resolution rates
- Customer ratings
Acceptance Criteria
Frontend
- Agent Report workflow is implemented in the UI as described.
Backend / API
- Backend behavior supports Agent Report as documented.
Permissions
- Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
- All business rules for this feature are enforced.
Error Handling
- Error states return clear messages and appropriate HTTP status codes.
Trend Analysis
- Volume over time
- Category trends
- Seasonal patterns
Acceptance Criteria
Frontend
- Trend Analysis workflow is implemented in the UI as described.
Backend / API
- Backend behavior supports Trend Analysis as documented.
Permissions
- Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
- All business rules for this feature are enforced.
Error Handling
- Error states return clear messages and appropriate HTTP status codes.
Features
Support Reporting
Acceptance Criteria
Frontend
- UI supports the workflows described in this feature.
Backend / API
- Backend behavior supports this feature as documented.
Permissions
- Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
- All business rules for this feature are enforced.
Error Handling
- Error states return clear messages and appropriate HTTP status codes.
Implementation Contracts
Backend (API)
GET /api/tickets/reports/summary # Summary metrics
GET /api/tickets/reports/performance # Performance report
GET /api/tickets/reports/agents # Agent performance
GET /api/tickets/reports/trends # Trend analysis
POST /api/tickets/reports/export # Export report