Transition Daily Report

overview the transition daily report provides a detailed summary of all interaction state transitions within a specific day, categorized by campaign and queue it tracks how interactions move between different states — such as new , open , pending , and closed — giving supervisors complete visibility into the workflow progress , ticket reassignments , and sla impacting transitions this report helps contact center leaders understand the volume of interactions transitioning between states the workflow health of campaigns and queues the frequency of reopens, pending movements, or merges , which indicate efficiency gaps or process bottlenecks purpose use this report to monitor daily ticket flow and track workflow transitions identify reopened or pending tickets that affect sla calculations detect bottlenecks caused by frequent state reversals or manual handling audit ticket lifecycle consistency and sla exclusions for compliance report fields column name data type definition setup id string (only for central art setup) displays the setup id of the ameyo server managing the campaign setup name string (only for central art setup) displays the unique name of the ameyo server used for the campaign # number sequential row number for each entry in the report date date the specific date when the interaction activity or transition occurred campaign name string the name of the campaign in which the interaction took place queue name string the name of the queue associated with the interaction transition metrics metric data type definition interactions handled number total number of interactions handled (including created, updated, and closed) on that date new created number number of new interactions created during the selected day new to open number number of newly created interactions that were moved to the open state open to close number number of open interactions that were successfully closed during the day close to open number number of previously closed interactions that were reopened , typically indicating follow ups or unresolved issues open to pending number number of open interactions moved to the pending state — indicating temporary holds or awaiting external input sla timers are paused for interactions in this state pending to open number number of previously pending interactions that were reopened and are now actively counted for sla calculations pending to close number number of pending interactions that were closed after review or resolution new to pending number number of new interactions that were directly moved to the pending state without being opened sla timers are paused for these interactions new to close number number of new interactions closed directly without being opened, typically indicating automated resolution or duplicates merged number number of interactions that were merged into other tickets (e g , duplicates combined) splitted number number of merged interactions that were split back into separate tickets expired number number of interactions that expired — where the creation date exceeded the configured expiry time while in a closed state • default expiry time 366 days • recommended minimum 90 days understanding key transition metrics transition type meaning / business insight new → open indicates active ticket creation and handling initiation a high ratio shows effective agent responsiveness open → pending reflects workflow pauses high counts may signal dependency delays or missing inputs close → open represents reopened tickets — a key metric for ticket quality and first resolution effectiveness pending → open tracks resumption of delayed work — useful for evaluating backlog recovery merged / splitted tracks data hygiene — merging helps avoid duplicates, while frequent splits may indicate improper merging rules expired shows tickets automatically marked as expired due to inactivity or sla configuration example report snapshot date campaign name queue name new created open → close close → open open → pending pending → open merged expired 2025 07 14 technical support l1 queue 145 128 12 25 18 4 2 2025 07 14 billing assistance payment queue 98 90 5 16 8 2 1 2025 07 14 sales enquiry crm queue 110 102 7 9 5 1 0 how to use this report supervisors track ticket flow and manage workload across queues operations managers identify queues with high reopen or pending rates for process optimization quality analysts monitor reopened tickets and analyze customer dissatisfaction triggers administrators validate workflow automation and sla timer accuracy best practices review open → pending transitions daily to ensure valid business reasons for sla suspension investigate close → open transitions to improve first time resolution (ftr) regularly merge or archive duplicate tickets to maintain clean data and reduce redundant workload use this report along with the interaction service level report to understand how state transitions affect sla adherence