Q: What does the Unassigned Tickets metric show? 

   A: This metric is showing how many tickets does not have an advisor assigned to a ticket during the timeframe selected. Tickets can be in any status. 

Q: What is the First Response Stats graph showing? 

    A: The graph displayed is showing how many tickets that do not have an immediate response.

Q: In the VoiceHub Records graph, what is the difference between a Missed Call and Voicemail metric? 

    A: Missed calls are when a customer hangs up before the voicemail prompt. 

Q: How is the metric calculated for the VoiceHub Records value? 

    A: The value showing for VoiceHub records indicates how many individual calls took place. Ex. 1 ticket might have 2 calls inside it. This will count for 2 VoiceHub records.