Built-in Reports

Top Ten

The Top Ten is a great report to quickly focus on the well, Top Ten topics disected by various topics. Additionally, each datapoint can be drilled down to view a list of tickets with lots of additional details. As an example see screenshot below.

The Top Ten is a long-ish report. Click the icon below to open a larger preview of the report.

Who-did-what analysis

Individually..

.. and within a Group.

Performance Reporting

This report generates a snashot view of SLA performance. [Note: Open or in progress tickets are not incuded here for analysis]

Eye on SLA

Opposed to the Resolved Tickets Analysis report above, the "Open Tickets Which Have Breached / About To Breach" report helps track existing SLAs and warn on MTS2B (Minutes To Breach).

Staff Workload

The last two reports are a great way to analyse who's-doing-what. The first shows Individual workload and the next Group workload.

It is also a great way to keep an eye on tickets in the system which might not have anyone assigned but may need attention.

Here are two snapshots of Analyst Workload List. The first shows assigned tickets in an analyst's basket and ..

.. this shows group wise un-assigned tickets.

And here is the Group Workload List. Notice that the first snashot does not have an analyst which indicates these set of tickets under the assigned group do not have an analyst assigned.

Another slice from the Group Wrokload List showing Tickets assigned to a Group and additionally a subset of who has been assigned those tickets