Ticket Search Results

Customize the Search Results Fields

You can customize the fields that show in the search results.

  • Use the Select columns drop-down.

    You can add as many columns as you like. A warning appears if you exceed the recommended number of columns (calculated according to your computer settings).

  • Change the order of columns by dragging and dropping the column titles (except for the Type column, which is fixed in the far left position).

Display settings are saved per user.

What Can You See in the Tickets Search Results?

Column Description

Ticket ID

The unique ID assigned to a ticket.

Assigned Agent

Assigned Agent's name. When there are multiple agents for a ticket, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.

Assigned Team

Team name of the assigned agent.

CSAT %

The customer satisfaction (CSAT) score for the primary question in the survey. The primary question is the contact center satisfaction question.

The tooltip shows the name, score, and channel for that survey. The score is unavailable if the customer didn't respond to the primary question. You can view the survey response by clicking on the CSAT % score.

Only available for users with Feedback Management.
Close Time The time the ticket was closed.

Direction

Icons that show if the ticket is inbound, outbound, or internal.

External Ticket ID

The ID of a ticket as defined in the CRM system.
First Channel The first channel used to open the ticket.
First Reply Agent The agent who provided the first response on the ticket.
First Reply Team The team of the agent who provided the first response on the ticket.
First Resolution The first time the ticket was marked as resolved.
Priority The priority assigned to the ticket.

Start time

Time and date of the start of the ticket.

Status Ticket type status,
Total Resolution Time The total time it took for the ticket to be resolved.
Update Time The last time the ticket was updated.

View Tickets

To view a ticket, in the search results table click its Play icon Screenshot of the play contact icon.

View Ticket opens in a separate window.

The Conversation tab displays a transcript of the actions and interactions on the ticket. This includes all the supported channels used during the ticket's lifespan, from start to resolution. Each interaction appears at it's time stamp on the transcript.

  • Text based interactions from chat messaging apps, emails and live chats are transcribed.
  •  Inbound or outbound call recordings are embedded as audio playback bars in the transcript, with the participants and call duration listed. You can control the playback speed and fast forward and rewind of the recording.
  • Toggle on Show Comments to view all of the internal comments, changes in ticket status and handling notes added by the agent to the ticket.

The Tickets Info tab provides additional information and a link to the ticket in the originating CRM.

  • Initiating information like the Subject, Search, Description and Created date of the ticket.
  • Agent added information like Type of ticket, Priority level and Tags.
  • Handling information including the last time the ticket was Updated prior to being imported into CXone Mpower and key reply times of First Reply Time, First Resolution Time, Last Resolution Time of the ticket.

The Metrics tab provides analytics on the ticket's information. These are reported from the integrated CRM and include:

  • Number of Replies on the ticket.
  • Time of the first issued reply is shown in the Reply Time Duration.
  • The First Resolution Duration and Final Resolution Duration times on the ticket.

  • Total Hold Time Duration that the caller was placed on hold for during the ticket's total resolution time.

Evaluating and Calibrating Tickets

You can initiate an evaluationClosed Users can evaluate employee interactions, subject to any data restrictions that apply. or collaboration from the search results table.

In the pop-up window, update the fields and click Submit.

The Evaluation window and Calibration window open next to Ticket View window, allowing for easy side by side view.