Reporting
Table of contents
The TIKTING Reporting System provides in-depth analysis of user performance and system efficiency. It offers various reports to evaluate both individual users and the overall help desk system. These reports help organizations monitor, assess, and optimize service delivery based on measurable data. Below are detailed descriptions of the different reporting categories and types:
User Evaluation
1. Worklog Overview
The Worklog Overview report provides a high-level summary of the activities and time spent by users (agents) on different tickets. This includes:
- A breakdown of time logged on individual tasks.
- Categorization of activities such as ticket updates, troubleshooting, and correspondence.
- Insights into user productivity based on their logged work.
2. Worklog Report
The Worklog Report is a detailed report that gives an extensive look at the time entries created by each user for various tickets. It includes:
- Individual time entries for each ticket handled by the user.
- Specific tasks or activities logged within each entry (e.g., troubleshooting, communication).
- A total calculation of time spent on each ticket and cumulative time across multiple tasks.
3. User Activity Report
The User Activity Report analyzes the overall performance of each user by tracking their ticket handling activities over time. It includes:
- The number of tickets handled by each user.
- The types of tasks performed (e.g., resolution, escalation, reassignment).
- Performance metrics such as average response time and resolution time for each user.
System Evaluation
1. Last 7 Days
The Last 7 Days report provides a snapshot of the system’s performance and key metrics over the previous week. This includes:
- The total number of tickets created and resolved.
- SLA compliance rates.
- User activity trends and overall system utilization.
2. New Tickets
The New Tickets report shows the number of new tickets submitted within a specific timeframe. It tracks:
- The origin of each ticket (email, web portal, etc.).
- The type and priority of new tickets.
- Trends in ticket volume and frequency.
3. Ticket First Response
The Ticket First Response report measures the time taken by the support team to respond to tickets after they are initially submitted. This report evaluates:
- The average first response time for tickets.
- Comparison of response times across different ticket priorities.
- SLA adherence for first response.
4. Ticket Resolution
The Ticket Resolution report tracks how long it takes for the support team to fully resolve a ticket from the time it is opened. It includes:
- The average time to resolve tickets.
- Trends in resolution times across different categories and priorities.
- SLA compliance in terms of ticket resolution times.
5. SLA Violation
The SLA Violation report highlights any tickets that breached their Service Level Agreements (SLAs). This report provides:
- A list of tickets with missed SLA deadlines.
- Details on when and why the SLAs were violated.
- Metrics on how many tickets met their SLAs versus those that did not.
6. Ticket Satisfaction
The Ticket Satisfaction report collects and analyzes user feedback regarding the support they received. It includes:
- Customer satisfaction scores based on post-ticket surveys.
- Trends in satisfaction levels across different departments or support teams.
- Identifies areas where support quality may need improvement.
7. Ticket Worklogs
The Ticket Worklogs report provides an in-depth view of all the work logged on each ticket. It tracks:
- A detailed history of each user’s work entries for every ticket.
- Time spent on different phases of ticket resolution.
- Categorization of tasks such as troubleshooting, communications, or additional actions taken.
These reports give managers and administrators valuable insights into the performance of individual users as well as the overall system. They help organizations fine-tune operations, address any bottlenecks, and continuously improve the quality and speed of their support services.