Actions Summary Report
The Actions Summary report provides a high-level view of all support actions taken within a specified date range, grouped by a chosen data label. It helps you measure agent activity, automation triggers, and system events in one consolidated view.
To access the report, navigate to Analytics > Actions summary.
Report parameters
All parameters mirror those in the Tickets summary - Submitted report, with the following adjustments:
- Period: Define the period for which actions are aggregated.
- Performed by: Select a specific agent to include only actions they performed. Leave unselected to include all agents and system-generated actions.
Running the Report
- Click Run Report button to generate the data table.
- Use the column headers to sort ascending or descending by any metric.
- Apply built-in filters or export the full data set to PDF or CSV for external analysis.
Aggregated Metrics
For each chosen label, the report displays the following columns:
| Column | Description |
|---|---|
| Total | Total number of all actions and events by aggregated data label |
| Submission | Number or request submissions across all channels (Web form, Email, API, Widget). |
| Reply | Number of customer responses logged as ticket replies. |
| Reply | Number of times agents sent a reply to customers. |
| Assignment | Count of ticket assignment events. |
| Comment | Number of internal comments and notes added by agents. |
| Notification | System notifications sent to agents or customers. |
| Queue | Count of times tickets were reassigned between queues. |
| Attachment | Files attached to tickets by agents or customers. |
| Rule | Automations or trigger rules executed. |
| Escalation | Count of SLA escalations scheduled by the system. |
| Status | Number of ticket status transitions (New, Working, Pending, Closed) |
| Priority | Manual changes in ticket priority levels. |
| Update | Count of manual ticket updates (Status). |
Note
When Group by: Agent is selected, totals may differ from filtering by Performed by on the same agent. There are two possible reasons for the difference:
- System actions (e.g. notifications, scheduled actions) aren't included if filtering by a single named agent.
- Agents may perform actions on tickets they are not formally assigned to, causing counts to differ.
Exporting and Scheduling
- Download the current result set as PDF or CSV for sharing and offline review.
Best Practices
- Use this report to track agent productivity and identify process bottlenecks (e.g., few internal notes vs. many escalations).
- Compare action volumes across Queues or Agents to balance workloads.