Creating Service Portfolio reports

Service level targets (SLTs) include terms regarding resolution fulfillment. For example, they may require that a specific percentage of tickets must be resolved within a given period of time. You can specify the thresholds for resolution fulfillment and see how well agents are maintaining them.

By default, service portfolio report contains the following information:

  • Service Level Target: The SLTs selected for this report
  • Fulfillment Threshold, %: The Fulfillment Threshold defined for each SLT
  • Work target states (Achieved, Breached, Pending or On Hold): The number of tickets that are linked to work targets in the indicated states. For example, if the work target state for the ticket is Breached, the ticket is counted in that column.

You can drill down into the data to review more detailed information. If you edit a service portfolio report to remove any column, the existing filters will be reset, so instead, hide the columns and the filters will remain unchanged.

To customize a Service Portfolio report

  1. Click Service Analytics.
    The Service Analytics utility opens in a new tab.
  2. Select New > Service Portfolio.frt
  3. In the Report Setup section:
    1. In the Record Type field, select an item.
    2. In the Title field, type a descriptive name for this report.
    3. (Optional) In the Description field, add any notes to explain the purpose of this report.
    4. (Optional) To allow other users to access this report, in the Report Visibility Is field, select Shared.
      If you accept the default of Private, no other users can access this report. If you select Shared, only users authorized with at least read-only rights to the selected workspace can view this report.
    5. (Optional) If you want this report to be available as a console widget, in the Make Available In field, select Consoles.
      The options in the Configurations and Filters sections vary based on your selections in the Report Setup section.
  4. In the Configurations section:
    1. (Optional) In the Saved Search field, select a search to find the data for this report or to create a new search, click the Create a new saved search link.
      When the search is saved, click the Refresh icon next to this field to update the list.
      For more information, see Using Advanced Search and saving searches.
    2. In the Target Type field, select whether to report Response or Resolution data.
    3. In the Service Level Target field, select the SLT for this report.
    4. In the Field Selections to Display in Report section, in the Available Fields list, select the fields that you want included in the report.


      If you select Description in the Calculated Fields section of the Available Field list, a Description field appears in the report that concatenates the descriptions entered on the ticket for the selected date range.

    5. Click Apply changes.
      After you remove a column, if you click Apply Changes, the filters that you have applied are reset unless you added a new column to the report.
  5. In the Filters section:
    1. In the Rows field, select a category for the data rows.
      For more information about defining filter criteria, see Defining filters for reports.
    2. (Optional) In the Columns field, select a format for the data columns.
      Do not select the same category as you selected for Rows. You cannot display the same data category both as a row and a column.
    3. (Optional) In the Values field, select a value.
    4. (Optional) In the Filter field, select a filter.
    5. (Optional) In the View field, select the report graphs that you want available to be displayed on the Dashboard.
  6. In the Table section, review the sample report or to review the most current data, click Refresh at the top of the page.
    Below the Table section, the available report formats appear for this type of report.
    Generally, there is a Chart format and one or two additional formats such as Heatmap.
    1. Review the formats to verify that your settings are returning the data you need.
    2. (Optional) In the format sections, select display options to change the default views.
    3. (Optional) Make additional changes to the report, click Apply Changes and review the updated results in the bottom sections of the page.
  7. When you have finished defining your report, click Save.

Related topics

Configuring reports

Editing reports

Running reports

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