--- title: Transition Daily Report slug: contact-center/transition-daily-report docTags: createdAt: 2025-10-22T06:11:06.004Z --- ### 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**.