Objective

Compare incoming demand with the work still waiting so you can identify queues that need attention.

Environment

  • You have access to Reporting and the ticket operations reports.
  • Tickets are syncing and mapped to the intended queues.

Resolution

  1. Open Reporting and select Volumes under Ticket Operations.
  2. Set the date range, timezone, channel, and queue. Check the scope before comparing periods: timezone determines which reporting day contains an event.
  3. Review Incoming Tickets and Solved Tickets, then use the chart and detail rows to find days or queues where incoming work exceeds completed work. Solved counts include staffable human agents and exclude AI-only resolutions.
    The Volumes report shows created, solved, and unsolved ticket totals with incoming volume trends for the selected dates and timezone. Select the image to inspect it at full size.
  4. Select Backlog with the same relevant filters. Review the current backlog and its history to see whether waiting work is growing, stable, or recovering.
    The Backlog report shows current backlog and ticket age, historical backlog by status, and created versus solved tickets over time. Select the image to inspect it at full size.
    Note: Compare matching scopes

    Use the same dates, timezone, queue, and channel when comparing volume and backlog trends.

  5. Narrow the queue or channel to locate the source of a change. If numbers are blank or unexpected, check ticket sync and queue mapping before interpreting the trend.

Incoming Tickets follow current queue membership. Team and agent filters do not apply to ticket creation, so do not use those filters to reconcile incoming volume with an individual agent’s work.