Metric reports

Metric reports return statistical data and metrics about the Workspace, rather than returning specific Issue data.  Output options include HTML Text, Graphical, and Text File Export.  The information returned by these reports can help you measure how well your organization performs and where improvement is needed.

The following reports can be run from the Reports | Metrics menu:

  • Current Performance by Team/Agent—Report on Issues currently active in the Workspace, grouped by assignee(s).
  • Issue Statistics—Provide quick statistical information on specific groups of Issues.
  • First-Contact-Resolution —Determine the percentage of Issues that were created with a status of Closed versus the number of issues that were received for a specific time period.
  • Resolution Rate —Determine the rate at which Issues are resolved for specific criteria.
  • Received vs. Closed Reports —List how many Issues were received and how many were closed, based on specific criteria.
  • Turn-around Time —Measure how long issues have remained in a particular status or how long it takes to get from one status to another.
  • Service-level Agreements—The service-level agreements reporting option returns the number and percent of Issues achieved, breached, resolved and unresolved per service-level agreement.  This type of report cannot be saved and auto run.
  • Historical—Return historical data on Issues in the current Workspace, including past statuses, priorities, and elapsed time. This type of report cannot be saved and auto run.
  • Query Statistics—Return statistics on searches of the database, which can be categorized by whether they were performed by Customers or Agents. This type of report cannot be saved and auto run.

Note

In all reports broken down by assignee, the bar/slice/row for a team only lists Issues assigned to that team and none of its members.  If an issue is assigned to multiple teams, it counts for each team, just the way an issue assigned to multiple Agents counts for each Agent.  If an issue is assigned to Team A, Team B, and a member of Team B, it counts for Team A and the member of Team B.  If an issue is assigned to Team A, Team B, and an Agent who is a member of both teams, it only counts for the Agent.

Counts broken down by assignee may not add up to the total number of Issues in a report if Issues are assigned to multiple people.

 

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