Reports
Reports in the sidebar shows how your team is doing: how many cases come in and get resolved, how fast you answer, whether you meet the service levels and what requesters say. Everyone sees the numbers for the cases they have access to, so an agent's figures cover their own units.
Period and unit
At the top right:
| Picker | Choices |
|---|---|
| Unit | All my units, or one unit. A unit includes the units below it. |
| Period | 7 days, 30 days or 90 days, counted back from now. |
Each number has a small change against the previous period of the same length (for 30 days, the 30 days before). Green means better, red worse. For Cases created the change is shown without a colour, since more cases is neither good nor bad.
[!NOTE] Cases merged into another and held requests that haven't been accepted aren't counted.
The numbers
| Number | What it counts |
|---|---|
| Cases created | Cases created in the period. |
| Resolved | Cases whose latest resolution falls in the period. A case reopened and resolved again counts once, at its latest date. |
| Open now | Cases open right now (new, open, pending or on hold), whatever the period. |
| First response | The median time from creation to your team's first reply, for cases created in the period that have had one. |
| Resolution | The median time from creation to resolution, for cases resolved in the period. |
| First response on time | Of the cases created in the period with a first-response target that has been met or has passed, the share answered in time ("3 of 5"). |
| Resolution on time | Of the cases resolved in the period that had a resolution target, the share resolved in time ("4 of 6"). |
| Satisfaction | The share of survey answers in the period that were Great, with the number of ratings. |
Times count business hours when the case's service level sets them, and wall-clock time otherwise.
[!TIP] A median is the middle value: half of the cases were faster, half slower, so one very slow case doesn't skew it.
Created and resolved
A chart of cases created and resolved per day, in your own time zone. Table shows the same numbers as a table, newest day first; Chart switches back.
Customer satisfaction
The answers to the survey requesters get when a case is first resolved (see satisfaction survey), split into Great, Okay and Not good, from every survey together. What customers said shows the three latest comments, with a link to each case; See all responses opens Satisfaction. An answer counts in the period in which it was given or last changed.
By unit
One row per unit with cases in the period. A case counts for its own unit, not for the units above it.
| Column | What it counts |
|---|---|
| Created, Resolved, Open now | As above, for the unit. |
| First response | The median first response time for the unit's cases created in the period. |
| On time | The share of first responses on time. |
| Satisfaction | The share of Great answers, and the number of ratings. |
By person
Credit goes to who did the work, assigned or not.
| Column | What it counts |
|---|---|
| Replies | Replies the person sent in the period. Notes don't count. |
| Resolved | How many times the person set a case to resolved in the period. Changes by automations and by the requester aren't credited to anyone. |
| First response | The median first response time on cases created in the period where the person sent the first reply. |
| Satisfaction | Ratings credited to the person: the case's assignee, or otherwise whoever replied last. |
Satisfaction
The Satisfaction tab at the top of Reports lists the surveys with, for the period and unit you picked, the number of responses, how many were Great, Okay and Not good, and the satisfaction rate. Every survey starts with the same three-face question, so the rates compare. Archived surveys are listed while they have answers in the period. Admins have a settings button there that opens Settings → Satisfaction surveys.
A survey's report
Click a survey for its report:
| Part | What it shows |
|---|---|
| Satisfaction, Responses and With a comment | Each with the change against the previous period, and the average of the first scale questions (1 to 5). |
| Answers | The share of Great, Okay and Not good. |
| Over time | The answers per day, or per week for 90 days. |
| A card per question | For a scale, the average and how many picked each number; for a choice, how many picked each option (Earlier options counts answers to options since renamed or removed); for text, how many answered. |
Responses
Below the report, every response in the period, newest first: when, the case (a link), its unit, the person it is credited to, the answer, and the comment with the other answers on a line under it. Filter by:
| Filter | Narrows to |
|---|---|
| Answer | Great, Okay or Not good. |
| Comment | With or without one. |
| Search | Words in the comment or in the written answers. |
| The unit at the top of the page | That unit, including the units below it. |
The list shows 25 rows at a time; Rows per page and the arrows at the bottom move through it.
Plugin reports
Plugins that are on add a tab at the top of Reports, by their name, for the same period:
| Tab | What it reports |
|---|---|
| Incident Management | Incidents declared and resolved per day, the median time from detected to resolved, the numbers per priority with the targets missed, per category, the incidents resolved per cause (from their reviews, with P1–P2 apart), and the incidents that took longest. |
| Major Incident Management | Majors declared, time to declare and resolve, escalations, the procedure and stakeholder updates, and the reviews (major incidents). |
| Problem Management | Problems opened, open now, the median time to known error and how often workarounds were used; open problems by age and priority, by service, by cause and by supplier; and Process evidence for the same period, with a CSV and a ZIP of problem reports (problems). |
| Change Management | Changes by type and outcome, the success rate, the emergency share, the approval lead time, changes that caused incidents, and changes by service (changes). |
| Service Configuration | Cases per service, resolution targets met, and cases without a service (services). |
| Software Development | Dev tasks created and done per day, the cycle time (median time from created to done), open tasks per column now, and the numbers per type and per team. |
[!NOTE] Like the case numbers, they only count what you can see. The same goes for the survey reports and responses: only answers on cases you have access to.