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Documentation Index

Fetch the complete documentation index at: https://memberpulseptyltd.mintlify.app/llms.txt

Use this file to discover all available pages before exploring further.

Track support team performance with response times, resolution rates, and customer satisfaction metrics.

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Key Metrics

Open Tickets

Current backlog

Avg Response Time

First response speed

Resolution Rate

% resolved in SLA

CSAT Score

Customer satisfaction

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Reports

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Performance Report

  • Tickets by status
  • Tickets by category
  • Response time distribution
  • Resolution time distribution

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Acceptance Criteria

Frontend
  • Performance Report workflow is implemented in the UI as described.
Backend / API
  • Backend behavior supports Performance Report as documented.
Permissions
  • Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
  • All business rules for this feature are enforced.
Error Handling
  • Error states return clear messages and appropriate HTTP status codes.

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Agent Report

  • Tickets per agent
  • Response times per agent
  • Resolution rates
  • Customer ratings

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Acceptance Criteria

Frontend
  • Agent Report workflow is implemented in the UI as described.
Backend / API
  • Backend behavior supports Agent Report as documented.
Permissions
  • Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
  • All business rules for this feature are enforced.
Error Handling
  • Error states return clear messages and appropriate HTTP status codes.

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Trend Analysis

  • Volume over time
  • Category trends
  • Seasonal patterns

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Acceptance Criteria

Frontend
  • Trend Analysis workflow is implemented in the UI as described.
Backend / API
  • Backend behavior supports Trend Analysis as documented.
Permissions
  • Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
  • All business rules for this feature are enforced.
Error Handling
  • Error states return clear messages and appropriate HTTP status codes.

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Features

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Support Reporting

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Acceptance Criteria

Frontend
  • UI supports the workflows described in this feature.
Backend / API
  • Backend behavior supports this feature as documented.
Permissions
  • Access is restricted per the Capabilities matrix on this page (or equivalent role rules).
Business Rules
  • All business rules for this feature are enforced.
Error Handling
  • Error states return clear messages and appropriate HTTP status codes.

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Implementation Contracts

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Backend (API)

GET /api/tickets/reports/summary             # Summary metrics
GET /api/tickets/reports/performance         # Performance report
GET /api/tickets/reports/agents              # Agent performance
GET /api/tickets/reports/trends              # Trend analysis
POST /api/tickets/reports/export             # Export report