Turn-around time

Turn-around Time reports allow you to measure how long Issues have remained in a particular status or how long it takes to get from one status to another.

The options for report output are:

• HTML—Display report as HTML in a browser window.  
• Graphical—Create chart images (JPEG files) that can be printed or saved to disk and imported into another program.
• Export—Create a text file which can be read by spreadsheets and other programs.

The reports available are:

• Average Time Spent in a Particular Status
• Average Time to from Status A to Status B
• Average Time Spent in Each Status

For each Turn-around Time report, you can chose to report by:

• Agent
• Team—Note that this option appears only if teams have been defined for your Workspace.
• Time Period

After you have selected one of the Turn-around Time reports and specified which information to gather, click GO.

Different options are available for these reports.  The options are explained below for each type of Turn-around Time report.

Average Time Spent in a Particular Status

• Status—Select the status to report on.
• Use Work Schedule in Time Calculations—Check this box if you want to include only time spent during regular work hours, as defined in the Workspace Work Schedule.
• Include Issues—Define the date range for searching:
  • Created or Edited—Specify exact dates to search on in the specified period.  Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

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    • On—Specify a particular date (leave second date blank).

      Warning

      Note

      When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in.  If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

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    • Before—Issues that were created/last edited before the specified date are returned (leave second date blank).

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    • After—Issues that were created/edited after the specified date are returned (leave second date blank).
    • Between—Returns Issues created/last edited between the specified dates (use both date fields).

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  • Relative—Select this to search by relative date, allowing you to create a search or report, for example, that returns Issues for the last month.  Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).
  • Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.

Average Time to go from Status A to Status B

• Starting Status—Select the starting status.
• Ending Status—Select the ending status.
• Use Work Schedule in Time Calculations—Check this box if you want to include only time spent during regular work hours, as defined in the Workspace Work Schedule.
• Include Issues—Define the date range for searching:
  • Created or Edited—Specify exact dates to search on in the period specified:

    • On—Specify a particular date (leave second date blank).

      Warning

      Note

      When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in.  If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

• • 
    
    • Before—Issues that were created/last edited before the specified date are returned (leave second date blank).
    • After—Issues that were created/edited after the specified date are returned (leave second date blank).
    • Between—Returns Issues created/last edited between the specified dates (use both date fields).* 
  • Dates—Enter the date or dates to search on. Click the calendar icon to display a searchable calendar. 
  • Relative—Select this to search by relative date, allowing you to create a search or report, for example, that returns Issues for the last month.  Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).

Average Time Spent in Each Status

• Use Work Schedule in Time Calculations—Check this box if you want to include only time spent during regular work hours, as defined in the Workspace Work Schedule.
• Include Issues—Define the date range for searching:
  • Created or Edited—Specify exact dates to search on in the period specified:

    • On—Specify a particular date (leave second date blank).

      Warning

      Note

      When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in.  If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

• 
  
  • 
    
    • Before—Issues that were created/last edited before the specified date are returned (leave second date blank).
    • After—Issues that were created/edited after the specified date are returned (leave second date blank).
    • Between—Returns Issues created/last edited between the specified dates (use both date fields).
  • Dates—Enter the date or dates to search on. Click the calendar icon to display a searchable calendar. 
  • Relative—Select this to search by relative date, allowing you to create a search or report, for example, that returns Issues for the last month.  Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).