Resolution time analytics and reporting

Purpose

1.1. Automate collection, measurement, and reporting of resolution times for all support/service tickets within POS terminal supplier environments.
1.2. Automates detection of ticket resolution, calculates duration from open to close, and delivers comprehensive analytics dashboards and automated notifications.
1.3. Enables businesses to identify trends, bottlenecks, and SLA automation compliance for wholesale payment solutions and POS terminals.
1.4. Enhances automated service performance reviews, agent performance, customer satisfaction, and predictive support resource planning.

Trigger Conditions

2.1. Automatedly triggered when a support/service ticket status changes to “closed,” “resolved,” or equivalent event in the POS terminal CRM or ticketing system.
2.2. Scheduled automation (e.g., nightly/weekly) for batch data analytics and reporting.
2.3. On-demand when a manager or automated system requests up-to-date analytics.

Platform Variants

3.1. Zendesk
- Feature/Setting: Ticket Events API
- Configure webhook to automate payload to analytics module on status change.
3.2. Salesforce Service Cloud
- Feature/Setting: Case Closed Trigger + Reports API
- Automate report generation via automated Flow Builder.
3.3. Freshdesk
- Feature/Setting: Automator for Ticket Updates
- Automate CSV export post-resolution for analytics.
3.4. Jira Service Management
- Feature/Setting: Automation Rules + REST API
- Automate analytics pipeline triggered on “Resolved” transition.
3.5. ServiceNow
- Feature/Setting: Scheduled Jobs + Table API
- Automates data extraction and auto-calculates time-to-resolution.
3.6. HubSpot Service Hub
- Feature/Setting: Workflows + Tickets API
- Automate custom report push notifications on ticket resolve.
3.7. Microsoft Dynamics 365
- Feature/Setting: Power Automate Flows + Data Export Service
- Automate analytics spreadsheet updates.
3.8. Intercom
- Feature/Setting: Webhooks + Conversation Data API
- Automates time-tracked data sent to reporting service.
3.9. Zoho Desk
- Feature/Setting: Automation Rules + Reports API
- Automate dashboard update on ticket completion.
3.10. Google Sheets
- Feature/Setting: Apps Script Triggers
- Automate import and analytics chart update on data push.
3.11. Power BI
- Feature/Setting: REST API Dataset Refresh
- Automated refresh from ticket data warehouse.
3.12. Tableau
- Feature/Setting: Web Data Connector
- Automate analytics visualization for new resolution records.
3.13. Slack
- Feature/Setting: Incoming Webhooks
- Automate daily/weekly digest of resolution analytics.
3.14. PagerDuty
- Feature/Setting: Incident Webhooks
- Automate detailed post-mortem analytics collection.
3.15. Datadog
- Feature/Setting: Custom Metrics API
- Automate pushing resolution duration metrics for monitoring.
3.16. Amazon QuickSight
- Feature/Setting: Scheduled Refresh
- Automates analytics dataset updates for reporting.
3.17. Monday.com
- Feature/Setting: Integration Recipes
- Automate ticket status mapping to analytics items.
3.18. Trello
- Feature/Setting: Automation Rules + Power-Ups
- Automate card movement triggers log to reporting tool.
3.19. Asana
- Feature/Setting: Rules + API
- Automate task closure tracked in analytics worksheet.
3.20. Google Data Studio
- Feature/Setting: Scheduled Dataset Refresh
- Automates reporting dashboard updates with new data.

Benefits

4.1. Automated, consistent, real-time analytics for resolution time KPIs across POS terminal supplier operations.
4.2. Automation reduces manual workload, enabling teams to focus on escalations, not data entry.
4.3. Automated analytics enable rapid detection of SLA breaches, accelerating quality improvement cycles.
4.4. Automated reporting provides higher managerial oversight, boosting transparency and performance.
4.5. The automator enables predictive staffing for support based on automating historical trends.
4.6. Automated notifications streamline accountability, with automation driving proactive escalation when average resolution times degrade.