> ## Documentation Index
> Fetch the complete documentation index at: https://memberpulseptyltd.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Reporting

> Metrics and analytics for support team performance

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

## Key Metrics

<CardGroup cols={4}>
  <Card title="Open Tickets">Current backlog</Card>
  <Card title="Avg Response Time">First response speed</Card>
  <Card title="Resolution Rate">% resolved in SLA</Card>
  <Card title="CSAT Score">Customer satisfaction</Card>
</CardGroup>

## Reports

### Performance Report

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

#### 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.

### Agent Report

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

#### 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.

### Trend Analysis

* Volume over time
* Category trends
* Seasonal patterns

#### 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.

## Features

### Support Reporting

#### 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.

## Implementation Contracts

### 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
```