Support → Reports → Ticket Statistics
A communication gap means the average number of threads exchanged by the agent to close the ticket. This report is important for your customer service because it indicates the accuracy of your agents and their ability to convey messages to customers.
There is an option to choose duration like last 30 days, this week, last quarter, etc. Also, you can generate reports for custom dates where you can select particular days. If you want to generate a report for tickets of a specific category, priority, status, or any based on any other custom fields or default fields then you can use a custom filter. The custom filter allows you to set multiple conditions based on ticket fields.