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.
Helpdesk Reports
Reports on Task
Analyze data related to the tasks in tabular reports. You can view the following task reports:
Task reports by status
Task reports by priority
Task reports by support rep
Task reports by module
Task reports by group
Task reports by task type
Task reports on time spent
Reports on worklog
Analyze data related to the worklog based on support reps, worklog type, and modules.
Chat Reports
Chat reports list reports based on chats between support reps and end users. You can view these reports by:
Chats initiated by contact
Chats answered by a support rep
Unanswered chats
Completed chats
In each report, you can obtain the total count of chats for each criteria. The Completed chats report gives comprehensive details such as chat ID, contact, support rep, chat start time, chat completed time, request ID, and the time taken to complete the chat.
Reports by All Releases
View metrics from release requests in the following reports:
Releases Overdue
Releases delivered on time by Item
Release approval details
Associated Change Details
Associated Project Details
Reports by Site, Support Group, and Technician
These reports outline data related to associations between sites, support groups, and support reps in the following query reports:
Support group with associated support reps and sites
Support rep and associated groups
Support rep and associated sites
Site and associated support reps
Site and associated users
Login Reports
These are reports based on the login activity of the users that provide information such as Last Login Time, Last Logout Time, IP Address, Domain, Email, or Department.
The available default reports are:
Support groups with associated support reps, login names, and last login time
Support reps who haven't logged in for the last 30 days
Last login and logout time of support reps
Number of logins of support reps in the current month
Login hours of support reps in the current month
Users last login and logout time
Users currently logged in the application
Reports by SLA
This report presents request data aimed around SLA time. You can view the requests sorted by created time, due by time, resolved time, completed time, overdue status, elapsed time, and SLA resolution time. SLA reports help organizations track request SLA violations and measure the performance of their help desk teams.
Reports on Request Time Analysis
These reports can be grouped into two categories: Assessment reports and Time spent reports.
Assessment reports - These reports assess the status, support rep, and group of a request based on parameters such as status/support rep/group change, status change comments, time spent, and the support rep who updated the status. These reports give an overview of the updates in a request and help identify the root cause in case of SLA violation.
You can also obtain reports based on parameters such as sum/average time spent on status, support rep, and group. Alternatively, you can generate custom reports by specifying criteria for both changed from and changed to columns.
Time spent reports - These reports present the time spent by a request in each status and the time spent by various technicians and groups on a request in a visual graph.
Requests on OLA
Request OLA reports determine the OLA metrics in requests, largely in relation to the associated SLA. You can view these reports by:
Requests, group, and priority.
Requests where SLA is violated and OLA is not or vice-versa.
Requests where both SLA and OLA are violated.
You can also view data regarding the groups that have complied with the applied OLA.
Reports on Incident Requests
These reports consist of all the open, closed, and SLA violated Incident Requests based on parameters such as category, priority, request date, due date, support rep, and group.
Reports on Service Requests
These reports consist of all the open, closed, and SLA violated Service Requests based on parameters such as category, priority, request date, due date, support rep, and group.
Account Reports
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.