--- title: Ticketing Reports slug: contact-center/ticketing-reports docTags: createdAt: 2025-10-22T05:12:42.990Z --- ### Overview The **Ticketing Reports** section of the *Ameyo Archiving and Reporting Tool (ART)* provides detailed insights into **interaction-based campaigns** such as tickets, feedback sessions, and customer communications. These reports help supervisors, administrators, and quality analysts monitor, analyze, and improve **customer interaction handling**, **SLA compliance**, and **feedback management** across the contact center. Each report under this section offers a unique perspective — from ticket-level insights to SLA analysis and daily activity summaries — ensuring complete operational visibility. ### Available Reports | **Report Name** | **Definition** | **Applicable For** | | ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------- | | **Feedback Report** | Provides detailed information on all interactions along with their associated feedback data. Administrators must configure **Feedback Schemas** in the backend. While generating this report, users can select the required schema to include specific feedback parameters. **Applicable Options:** **Created in selected time duration:** Includes interactions created within the chosen period.**Closed in selected time duration:** Includes interactions closed within the chosen period.**Created or Closed in selected time duration:** Includes interactions that were either created or closed within the chosen period. If custom fields are configured and mapped to the selected interaction campaign, those fields will also appear in the report. *(This definition assumes “Created or Closed in selected time duration” as the selected option, with no custom fields included.)* | Interaction Campaigns with Feedback Configurations | | **Interaction Activity Daily Report** | Provides a **daily summary of all interactions** grouped by campaign and queue. It shows how each interaction originated, tracks transfers between users or queues, and displays the **current state of each interaction**. This report enables contact center leaders to monitor daily workflow patterns and interaction routing efficiency. | All Interaction Campaigns | | **Interaction Details Report** | Offers a **360° view of all tickets** within a campaign, including creation and closure details, SLA status, and overall ticket lifecycle visibility. **Applicable Options:** **Created in selected time durationClosed in selected time durationCreated or Closed in selected time duration** Like the Feedback Report, any custom fields configured for the campaign will appear automatically in this report. *(This document assumes “Created or Closed in selected time duration” is selected, with no custom fields included.)* | Ticket-based Interaction Campaigns | | **Interaction Service Level Report** | Displays **SLA compliance metrics** for interactions across different queues and campaigns. Supervisors can quickly identify **achieved vs. breached SLA cases** and monitor SLA trends across processes. This report provides a **comprehensive SLA performance view**, helping improve adherence and customer satisfaction. | Interaction Campaigns with SLA Tracking | | **Transition Daily Report** | Offers detailed visibility into the **transitions of interactions** across various queues and campaigns, including SLA adherence metrics. It helps track how interactions moved through different states and whether each stage met or breached SLA thresholds. This report complements the SLA Report by focusing on **interaction state transitions** and **operational efficiency**. | Interaction Campaigns with Workflow Transitions | ### Purpose of Interaction Reports These reports collectively enable contact center managers and process owners to: - Gain **real-time visibility** into all customer interactions. - Track **SLA compliance** and identify delayed or breached cases. - Analyze **feedback and customer experience trends**. - Audit **interaction routing and transfer efficiency**. - Optimize **agent productivity and queue distribution**. ### Report Usage Examples | **Objective** | **Recommended Report** | | --------------------------------------------------------------------------- | --------------------------------- | | Measure feedback scores and identify low-performing processes | Feedback Report | | Review all ticket interactions created or closed during a specific day/week | Interaction Details Report | | Monitor queue load and interaction origin per day | Interaction Activity Daily Report | | Analyze SLA compliance trends by campaign | Interaction Service Level Report | | Track interaction movement and SLA status during each transition | Transition Daily Report |