The Load analysis graph is one of the graphs available under the Ticket volume trends report; the others are the Ticket received, resolved, unresolved trends graph and the Hour of the day and day of the week graph.
Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk and help you with allocating resources accordingly.
Load analysis - Received tickets
This graph shows you the total load of the helpdesk and the contribution of the tickets received on that day/week/month/quarter/year to the total load. On hover, you will also be able to see the percentage contribution of the tickets newly received to the total load.
You will be able to see the correlation between new tickets and the load. The ideal situation is for the load to be equal to the number of newly received tickets, which will be true if your helpdesk is brand new. However, if you have been using the helpdesk for some time, you can get the following insights:
- If the load has been constant over a period of time, no matter how many tickets are received, it means that you have the right number of agents to handle the ticket volume but they are not able to create a dent in the old unresolved pile. You could create a task force with the existing or temporary agents to clean up the unresolved tickets.
- If the load has been increasing consistently over a period of time, your agents are not able to handle the ticket volume and they are creating more backlog for the future. It's is advisable to hire more agents at this stage.
Load analysis - Resolved tickets
This graph shows you:
- Total load: the total load (resolved, received, unresolved tickets) of the helpdesk at the beginning of the day/week/month/quarter/year
- All resolved tickets: Of the total load, the number of tickets that were resolved on that day/week/month/quarter/year
- New resolved tickets: Of the resolved tickets, the number of tickets that were created and resolved on the same day/week/month/quarter/year
On hover, you will also be able to see the percentage contribution of
- all resolved tickets to the total load and
- new resolved tickets to all resolved tickets
Load analysis - Unresolved tickets
This graph shows you:
- Total load: the total load (resolved, received, unresolved tickets) of the helpdesk at the beginning of the day/week/month/quarter/year
- All unresolved tickets: Of the total load, the number of tickets that remained unresolved at the end of that day/week/month/quarter/year
- New unresolved tickets: Of the unresolved tickets, the number of tickets that were created but not resolved on the same day/week/month/quarter/year
Therefore, the grey part of the bar is a representation of the resolved tickets existing in the helpdesk at the end of the day/week/month/quarter/year.
On hover, you will also be able to see the percentage contribution of
- all unresolved tickets to the total load and
- new unresolved tickets to all unresolved tickets
This article talks about the second set of graphs available under the ticket volume trends report.
Links to other graphs available in Ticket volume trends: Ticket received, resolved, unresolved trends graph || Hour of the day and day of the week graph.
Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk and help you with allocating resources accordingly.
Load analysis - Received tickets
This graph shows you the total load of the helpdesk and the contribution of the tickets received on that day/week/month/quarter/year to the total load. On hover, you will also be able to see the percentage contribution of the tickets newly received to the total load.
You will be able to see the correlation between new tickets and the load. The ideal situation is for the load to be equal to the number of newly received tickets, which will be true if your helpdesk is brand new. However, if you have been using the helpdesk for some time, you can get the following insights:
- If the load has been constant over a period of time, no matter how many tickets are received, it means that you have the right number of agents to handle the ticket volume but they are not able to create a dent in the old unresolved pile. You could create a task force with the existing or temporary agents to clean up the unresolved tickets.
- If the load has been increasing consistently over a period of time, your agents are not able to handle the ticket volume and they are creating more backlog for the future. It's is advisable to hire more agents at this stage.
Load analysis - Resolved tickets
This graph shows you:
- Total load: the total load (resolved, received, unresolved tickets) of the helpdesk at the beginning of the day/week/month/quarter/year
- All resolved tickets: Of the total load, the number of tickets that were resolved on that day/week/month/quarter/year
- New resolved tickets: Of the resolved tickets, the number of tickets that were created and resolved on the same day/week/month/quarter/year
On hover, you will also be able to see the percentage contribution of
- all resolved tickets to the total load and
- new resolved tickets to all resolved tickets
Load analysis - Unresolved tickets
This graph shows you:
- Total load: the total load (resolved, received, unresolved tickets) of the helpdesk at the beginning of the day/week/month/quarter/year
- All unresolved tickets: Of the total load, the number of tickets that remained unresolved at the end of that day/week/month/quarter/year
- New unresolved tickets: Of the unresolved tickets, the number of tickets that were created but not resolved on the same day/week/month/quarter/year
Therefore, the grey part of the bar is a representation of the resolved tickets existing in the helpdesk at the end of the day/week/month/quarter/year.
On hover, you will also be able to see the percentage contribution of
- all unresolved tickets to the total load and
- new unresolved tickets to all unresolved tickets