Statistics
Statistics are scoped to the selected project and period. The filter applies to every metric on the page, so summary cards, charts, and tables remain comparable.
Queue metrics
The page shows:
- total tickets and newly created tickets;
- tickets waiting for staff or the player;
- closed and cancelled tickets;
- first and subsequent response time;
- staff-response feedback: Helpful, Not helpful, and the helpful-response rate;
- distribution by state, priority, and category;
- staff workload and outcomes;
- ticket creation and completion trends.
Interpreting the data
A large unanswered queue calls for checking assignment and category distribution. Rising response time with stable ticket volume commonly indicates uneven workload or an overly broad category. Review closed and cancelled tickets separately because they represent different outcomes.
Response quality
Quality metrics use the player's latest selection for each staff response. Unrated responses do not lower the helpful-response rate and remain separate from the number of submitted ratings. Read this metric together with response time and repeat tickets: a high percentage alone does not describe resolution speed or completeness.
Completeness check
- Select a period containing real created, answered, and closed tickets.
- Compare totals with the queue using the same filters.
- Verify categories, states, and priorities with both zero and non-zero values.
- Change the period and confirm that every related block updates.
- Check staff members with no assignments and with active workload.
- Rate two responses differently, change one selection, and verify the resulting totals and rate.