SupportCenter Plus provides you with pre-defined reports that can be classified as Accounts, Request, and Request Timespent reports. Support Reps with administrator privilege and complete access permission over Reports module can edit these pre-defined reports to suit their needs.
These reports show the distribution of completed and closed requests. Similar to Report by all request, these reports are also generated based on various parameters such as category, group, due date, level, mode, priority and request date.
These reports display the distribution of the requests that have violated the SLA that was applicable to them. You can view these violations based on the request category, group, support rep who handled the request and so on.
This shows the distribution of all pending requests for a specific period of time, based on different parameters, such as priority, support rep, category, due date, request date and so on.
These reports provide you with a high-level view of the requests received and closed during a particular period, date-wise. The summary reports available are the received request summary reports by date, closed request summary reports by date, and reopened request summary reports by date. These reports are generated on the parameters of request received or closed by support reps; request received or closed in a specific category, priority, level, and mode; and request reopened by category and support rep.
These reports provide information on the support rep's time spent on requests and the cost per support rep based on the time spent. You can group the report information based on category, contact, and support rep attending to the request. The time spent report by contact gives you an idea on the cost per contact and the number of requests.