Solutions

Reports

Karishma Sibal May-9th, 2015 15:14 1 0
In order to get insights of helpdesk reports are very useful. It is used to measure and analyze the metrics of the organization. Settings related to reports can be done by the admin from:

Settings >> System Section >> Module >> Report >> Status (Enabled)

Towards the top it consists of options such as Overview, Data, Graphical and Download queue.

Overview:

Domain:

The particular domain is to be selected from the down for which the overview is to be seen.

Duration:

The duration is to be selected which can be either last month, week or yesterday.

Select the Generate option in order to generate the overview for the domain that is selected.

Overview:

It will display the count for the tickets such as Total tickets, Tickets per hour, Total tickets replied, Tickets replied per hour, Total tickets closed, Tickets closed per hour, Total overdue tickets, Avg. response time and Avg. SLA maintained.

Ticket by types/channels/priorities/status:

Towards the bottom it will display tickets by their types, channels, priorities and channels. It is represented in the form of pie chart. At a quick glance it gives a better understanding.

Data:

Here the reports will be generated in the form of data. All the reports can be generated by the Generate option and when the reported is generated can be exported by the Export option.

1) Work:

Work report will list out the activity of the staff agent in the given duration. Duration is to be selected for the particular report along with the name of the staff

2) Department SLA:

Department SLA report will list out all the tickets belonging to particular department along with their SLA that is maintained and the resolution time. Duration and the particular department is to be selected for Department SLA report.

3) Response:

It will list out tickets department wise and the average response time required by the staff members. The duration and the particular department is to be selected Ticket response report.

4) Performance:

It will list out the average response time required by the staff for solving the tickets.

5) Client:

It will list the ticket count and closed ticket count for the particular client. Domain and the initial alphabet for the client is to be selected for this report.

6) Client SLA:

It will list out the SLA response and resolution time of the ticket of the clients by the staff. One needs to select the duration, domain and enter the email address of the client to generate this report.

7) Billing:

It will list out the client along with their invoices report. One needs to select the duration and the domain for the billing report.

8) Ticket ratings per department:

It will list out all the tickets department wise along with the rating given by the client to the staff for the particular ticket reply. Duration and department is to be selected for this report.

9) Ticket rating per client:

It will list out all the tickets along with the ratings for the particular client.Duration and department is to be selected and also the email address of the particular client to be searched is to be mentioned.

10) Time tracking per staff:

It will list out time tracking entries added by the staff on the tickets for the particular period. Duration, Staff and Domain is to be selected for this report.

11) Time tracking per department:

It will list out all the tickets under the department which has time tracking entries added by the staff members. Duration and Department is to be selected for the particular report.

12) Organization tickets:

It will list out all the tickets belonging to the particular organization along with the Avg. SLA and the Resolution time. Duration, Organizations and Domain is to be selected for the particular report.

13) Survey:

It will list out the clients for whom the particular survey is carried out and the survey date. One needs to select the duration and the survey to generate this report.

14) Client survey:

It will list out all the surveys of the particular client along with the survey details. One needs to select the domain and enter the name of the client doe whom the survey is to be carried on.

15) Leaderboard:

It will list out all the staff members along with the details and the badge that they have received.

16) Quest:

It will display the particular staff along with the points and badge for the particular quest. The particular quest is to be selected and report will be generated.

Graphical:

The reports will be generated in graphical manner. These reports are simpler and easy to understand at a glance.

1) Channel:

It will graphically represent the channel wise flow of the tickets.Duration and Department is to be selected for the report to be generated.

2) Tickets by status:

It will represent the status of the tickets in terms of pie chart. Duration and Department is to be selected for this report.

3) Ticket by priorities:

It will represent the priorities of the tickets in terms of pie chart. Duration and Department is to be selected for this report.

4) Tickets by ticket types:

It will represent the types of the tickets in terms of pie chart. Duration and Department is to be selected for this report.

5) Staff SLA:

It will show the staff members and the percentage SLA that is maintained for a given time period in terms of pie chart. Duration and Staff is to be selected for the report that is to be generated.

6) Top performer:

It will list out the performance of all the staff members belonging to particular department. Duration and Department is to be selected for this report.

7) Department statistics:

It will show the ticket statistics department wise. Duration and Domain is to be selected for this report that is to be generated.

Download queue:

All the reports that are exported will be listed under Download queue. Depending upon the cron that is set the link will generated and the report will be exported.

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