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.