Out of the box reports and dashboards in Analytics Plus

Out of the box reports and dashboards in Analytics Plus

Analytics Plus offers quite a number of out of the box reports and dashboards for its various integrations. They are

ServiceDesk Plus

Dashboards

  • Ticket Resolution Dashboard
  • Task Analysis Dashboard
  • Incoming Tickets Dashboard
  • Technician 360 View
  • CIO Dashboard
  • Requester Dashboard
  • Helpdesk Overview
  • Task Details
  • Performance Trends Dashboard
  • Technician Leaderboard
  • Technician History Dashboard
  • Change Mgmt Dashboard
  • Backlog Analysis
  • ServiceDesk Manager Dashboard
  • Reopened Tickets Dashboard
  • Service Request Dashboard
  • Change Approval Overview
  • SLA Analysis
  • Project Manager Dashboard
  • Operations Dashboard
  • Burn Down and Burn Up Dashboard
  • Group History Analysis
  • Status History Dashboard
  • Knowledgebase Dashboard
  • Asset Financials
  • Asset Life-cycle
  • Assets that Need Attention

Request Reports

  • Escalated Requests
  • Top 10 Requesters by Most SLA Violations
  • Top 10 Requesters With the Highest Resolution Time
  • Requester with more than 5 Reopens
  • Avg Request Resolution Time Trend
  • Closed Requests by Group
  • Request Distribution by Mode - Trends
  • Request Summary
  • Request Volume Trends
  • Top 10 Time Consuming Open Requests
  • Completed Requests Trend
  • Requests Closed by Each Hour
  • Tickets Stream - This Quarter vs Last Quarter
  • Closed Requests Trend Report
  • Average Resolution Time by Site
  • Last Activity Report for In Progress Requests
  • Closed Tickets - Last week Vs This Week
  • Requests Distribution by Service Category
  • Tickets by Nature of Request
  • Top 5 Sites with Most Open Tickets
  • Request Breakdown by Type
  • Ageing Report for In Progress Requests
  • Average First Response Time - Last 30 days
  • Average Time To Resolve - Tier Report
  • Closed Request Trend - Last 4 Weeks
  • Customers With More Than 5 Open Tickets
  • Open Request Reports by Site and Priority
  • Reopened Requests Count
  • Request Ageing - Inprogess Request more than 60 Days
  • Request Volume by Priority
  • Request Volume QoQ Comparison by Group
  • Requests by Site
  • Top 5 Customers with Tickets Currently Open
  • Top 10 Requesters
  • Top 5 Service Categories based on Ticket flow
  • Top 5 Site with Most Opened Request
  • Closed Requests - Last Week Vs This Week
  • Last 30 days Reopened Tickets
  • Technician wise Reopened Tickets

Project Reports

  • % of Overdue Tasks
  • Active Milestone Details
  • Active Milestones
  • Delayed Milestones
  • Delayed Projects
  • Estimated vs. Actual Cost
  • Estimated vs. Actual Hours Spent
  • Milestone Burn Up - Daily
  • Milestone Burn Up - Monthly
  • Milestone Burndown
  • Milestone Duration - Estimated vs. Actual
  • Milestone Ownership
  • Most Expensive Projects
  • Pending Milestones and Tasks
  • Project Burn Up - Monthly
  • Project Burn Up Report - Daily
  • Project Completion Overview
  • Project Creation Trend
  • Project Load
  • Project Overview
  • Project Progress
  • Project Related Task Completion Rate
  • Project Schedule
  • Project Status Overview
  • Project Summary
  • Project Tasks by Priority
  • Project Tasks by Status
  • Project Timesheet
  • Project Timesheet Trend
  • Project Workload Split
  • Project-wise Task Progress
  • Projects and their Related Requests
  • Projects by Pending Milestones or Tasks
  • Projects Completed Late
  • Projects Cost Analysis
  • Projects Initiated for a Change Implementation
  • Resource Utilization Percentage
  • Resource Workload
  • Resource Workload This Week
  • Site with the Most Open Projects
  • Target vs. Actual Milestone Completion
  • Timesheet Entries This Week
  • Timespent on Projects
  • Underestimated Milestones
  • Underestimated Projects

Asset Reports

  • Asset Ownership Log
  • Asset State Change History
  • Assets by Associated Requests and Changes
  • Assets Failed During Last Scan
  • Departments by Asset Consumption Cost
  • Disposed Assets
  • Hardware and Software Updates in the Last 30 Days
  • Hardware Changes in the Last 7 Days
  • Scan Not Initiated
  • Scan Status
  • Software Changes in the Last 7 Days
  • Software Installation Checker
  • Users Who Own 2 or More Assets
  • Virtual Hosts and Associated Virtual Machines
  • Warranty Expiring in the Next 6 Months
  • Workstation and Server Hardware Details
  • Workstation Config Summary
  • Workstations by Bios Date
  • Workstations by Disk Usage
  • Workstations by User

Assets that Need Attention

  • Assets in store for too long
  • Assets with a History of Incidents
  • IT Assets Not Scanned for 30 Days or More
  • Prohibited Software Installations
  • Unlicensed Software Installations
  • Workstations with Less Than 10% Disk Space
  • Workstations with Prohibited Software

Asset Audit Reports

  • Assets by Last Audit and Last Successful Scan Status
  • Trend of Audit Changes
  • Unified Audit History

Asset Life Cycle Reports

  • Asset Acquisition Time Frame
  • Asset Acquisition Trend
  • Asset Disposal Trend
  • Asset State Summary
  • Avg. Days in Each Asset State 
  • Avg. Ownership Period
  • Number of Ownership Changes
  • Residual Cost of Disposed Assets

Asset Financial Reports

  • Asset State Ratio
  • Avg. Age of Assets in Use
  • Avg. Depreciation Percentage
  • IT Budget Spend Chart
  • Most Successful Asset Scan Mode
  • Potential for Savings
  • YOY Comparison of Asset Spend

Status History Analysis

  • Avg Number of Status Changes Per Request
  • Avg Time Spent in Each Status This Month
  • Comparison of Time Spent in Status - This Quarter vs. Last Quarter
  • Comparison of Time Spent in Status - This Year vs. Last Year
  • MOM Comparison of Time Spent in Each Status
  • Most Frequest Status Change - Last 12 Months
  • Overall On Hold Time Trend
  • Overall On Hold Time Over the Years
  • QOQ Comparison of Time Spent in Each Status
  • Status Change History
  • Status Change History of the Top 10 Longest Pending Requests
  • Status Change Summary of the Top 10 Longest Pending Requests
  • Summary of Status Changes
  • Trend of Avg Time Spent in Each Status
  • Year-wise Comparison of Time Spent in Status
  • YOY Comparison of Time Spent in Each Status​

Technician History Reports

  • Avg Number of Technician Changes Per Request
  • Avg Time in Unassigned State
  • Avg Time Spent by Technicians
  • Avg Unassignment Time Over the Years
  • Comparison of Avg Time a Request Stays With a Technician
  • Comparison of Avg Time Spent by Technician
  • MOM Comparison of Time Spent by Technicians
  • Most Frequent Technician Change
  • QOQ Comparison of Time Spent by Technicians
  • Summary of Technician Assignment 
  • Tech Change History of Top 10 Longest Pending Requests
  • Technician Assignment History for the Top 10 Longest Pending Requests
  • Technician Change History
  • Technician re-assignment behavior
  • Technician Time Spent Analysis
  • Trend of Avg Time Spent by Technicians
  • YOY Comparison of Time Spent by Technicians​

Support Group History 

  • Avg Number of Group Changes per Request
  • Avg Time Spent in Each Group
  • Avg Time Spent Without Group Association
  • Comparison of Avg Time Spent in Each Group - This Quarter vs. Last Quarter
  • Comparison of Avg Time Spent in Each Group - This Year vs. Last Year
  • Group Change History
  • Group Change History of Top 10 Longest Pending Requests
  • Group Re-assignment Behavior
  • Group Time Spent Analysis Over the Years
  • MOM Comparison of Time Spent in Group
  • QOQ Comparison of Time Spent in Group
  • Summary of Support Group Assignment Changes
  • Summary of Support Group for Top 10 Longest Pending Requests
  • Trend of Total Time Spent by Each Group
  • YOY Comparison of Time Spent in Group

Service Catalog Reports

  • Trend of Average Turnaround Time by Service Category
  • Incoming, Resolved, Backlog and Same Week Resolution Requests by Month
  • Re-Opened Service Request Trend
  • Average Turnaround Time for Service Requests
  • Average Turnaround Time by Service Category
  • Service Request Backlogs
  • Average Cost Per Service Request
  • Comparison Trend of Incident and Service Requests
  • Incoming Trend of Service Requests
  • Service Request Ageing Report
  • Service Request and Associated Task Details
  • Top 10 Requesters by Service Request
  • Service Requests Ageing Report
  • Service Requests within SLA vs Violated SLA
  • Top 10 Service Requests by Highest Resolution Time
  • Top 10 Technicians by Service Requests Handled
  • Top Service Categories
  • Trend of Incoming and Resolved Service Requests
  • Service Request Backlog
  • Top 10 Frequently Used Service Requests
  • Least Used Service Requests (Bottom 10)

Change Management Reports

  • In Progress Changes and All Associated Requests
  • In Progress Changes and All Associated Service Requests
  • Closed Changes with Open Requests
  • In Progress Changes Initiated Due to Requests
  • In Progress Requests Caused by Change
  • Trend of Requests Caused by Change
  • Emergency Changes
  • Changes by Stage and Status
  • In Progress Changes by Change Manager
  • Open Tasks of Completed Changes
  • In Progress Changes and Associated Tasks
  • Emergency Changes by Reason for Change
  • All Open Changes
  • Average Change Completion Time (in Days)
  • Stage and Status of In Progress Change Requests
  • Changes without Scheduled Start or End Time
  • Changes Due in Next 30 Days
  • Open Changes by Risk
  • Changes Approaching Scheduled Completion in 30 Days
  • In Progress Changes
  • Changes by Business Impact
  • Inflow of Change Requests by Site
  • Closed Changes with Open Tasks
  • Upcoming Changes
  • Top Reasons for Change
  • Overdue Change Requests by Owner
  • Change Requests by Ownership
  • In Progress Changes by Status
  • In Progress Changes by Stage
  • Requests and Associated Changes

CAB Reports

  • CAB Rejections by Member
  • Overall Approval Distribution
  • List of Changes Approved by All CAB Members
  • % of Changes Approved by All CAB Members
  • CAB Approval Details
  • Avg Approval Time by CAB Member
  • Changes Denied by CAB Members
  • Avg CAB Approval Time Trend
  • Pending CAB Approvals
  • CAB Approval Status of Changes
  • All CAB Approval Status

Technician Reports

  • Technician Wise Completion Age Tier
  • Initial Response and Resolution Time by Technician
  • Top 5 Technician by SLA Compliance
  • Time Spent in each mode by Technician
  • Current Open Requests - Technician Wise
  • Technician Workload Report - This month
  • Technician Escalation Report
  • Closed and Backlog Request Comparison - Top 5 Technicians
  • Average First Response Time by Technician
  • Top 5 Technicians by Requests Closed
  • Top 5 Technician with the Least SLA Compliance
  • Technicians with Least Requests Closed (Bottom 5) - Last 3 Months
  • Top 5 Technicians by Request Load
  • Top 5 Technician by Resolution Time
  • Request Summary Report by Technician
  • Request Completion Trend Report by Technician

SLA Reports

  • SLA Violation Percentage by Site
  • SLA Deviation
  • Requests Approaching SLA Violation
  • SLA Compliance vs Breached Trend - Last 12 Months
  • Performance Timeline
  • SLA Compliance Trend Report
  • SLA Report by Technician
  • SLA Violated by Category
  • SLA Compliance by Group
  • SLA Violation Report by Department
  • SLA Compliance Trend
  • Recent SLA Violations
  • SLA Compliance Trend Reports by Technician

Strategic Analysis

  • Technician Load
  • Burn Rate
  • Request Resolution Tier
  • Request Resolution Time by Age Tier
  • Areas With Highest Customer Dissatisfaction
  • Incoming, Resolved, Backlog and Same Week Resolution by Month
  • Backlog Analysis by Customer
  • Escalated vs Total Tickets by Category
  • Incoming vs Resolution and Backlog Requests
  • Escalated vs Total Tickets by Site
  • % of Reopened Requests

Knowledgebase Reports

  • Most Frequently Used Solutions
  • Most Popular Solutions
  • Oldest Solutions
  • Percentage of Published Solutions
  • Solution Creators
  • Solution Effectiveness Calculation
  • Solution Effectiveness
  • Solution Usage - Support Groups
  • Solution Usage - Top 10 Techs
  • Solutions Approval Split
  • Solutions Creation Trend
  • Top Solution Contributors
  • Topics with Least Solutions

Worklog Reports

  • Top Sites by Hours
  • Total Charge by Site - This Month
  • Top 5 Technician by Worklog Hours
  • Total Charge by Technician - Month wise
  • Total Hours Logged by Each Site - Last 12 Months
  • Average Time Spent by Technician
  • Worklog by Site and Technician
  • Total Charge by Month wise - Last 12 Months
  • Total Charge by Technician - This Month
  • Average Time Spent by Site - Last 12 Months
  • Tech vs Other Charge Report - Month wise
  • Top 5 Technician by Charges
  • Bottom 5 Technicians by Least Hours Logged

Task Reports

  • Tasks Scheduled for Today
  • Site wise Tasks Status
  • Technician wise open task count categorized by priority
  • Group wise Open Task Count
  • Top 5 Technician by Task Closed
  • Technician Wise Task Count Grouped by Status
  • Least 5 Technician by Task Closed
  • Status wise task count for In-Progress Request

Helpdesk Overview

  • Average Resolution Time for Technicians
  • Group Based Request Count
  • Ticket Count by Priority and Status
  • Requests by Business Impact
  • Time To Assign Tickets
  • % Distribution of Tickets by Number of Days to Resolve
  • Group Wise Request Count
  • Incident Summary report: Open Requests by Priority, Status and Age
  • Task Split Up Across Requests, Problem And Change
  • Request Category, Impact and Urgency Summary
  • Hours to Complete Since Initial Response
  • Week wise SLA breach
  • Requests Unassigned For More Than 30 Mins
  • Last Updated WorkLog

Task and Request Analysis

  • Request Split by Category
  • Top 20 Customers by Most Request Reopens
  • Listing of Tasks Which Are Due Today
  • Task Split by Site
  • Open Request Ageing Tier Chart
  • Request Category Trend
  • Reopened Requests Trend by Day of week
  • Technician Wise Request Reopens
  • Time to Close Tickets Days Range
  • Trend of Task Distribution by Site
  • Escalated Service Requests by Technician
  • Technician Spending Trend - Based On Additional Cost
  • Tasks completed that are due today
  • Tasks by Group And Month
  • Request Resolution by Group And Priority
  • Resolution Time by Technician and Priority
  • Technicians Who Charged Overtime for Tasks
  • Monthly Tasks by Owner
  • Incoming requests. Today vs Yesterday
  • Technicians with Tasks Due Today And Tomorrow
  • Escalated Requests by Technician
  • Escalation Trend by Technician
  • Re-opened Service Request by Weekday
  • Technician vs Escalated Requests Trend
  • Tasks Closed Over Time by Technicians Group
  • Requests by Priority
  • Top 10 touchy customers
  • Task Details For Specific Group

Frequently Asked Request Reports

  • Dashboard With Frequently Asked Reports
  • Top 10 Requests by Longest Resolution Time
  • Request Details by Oldest Open Requests
  • Request Approaching SLA Violation
  • Requests by Department and Category
  • Total Time Spent by Technician
  • Group vs Resolution and Response times
  • Request Details With Time Spent And Technician
  • Requests And Tasks Due Today For Each Technician
  • Monthly Inflow of Service Requests
  • Request Volume Trends by Week and Month
  • Ticket Count by Department and Category
  • Request Ageing Report by Support Group
  • Open And Closed Tickets by Month And Year
  • Assignment Time by Technician And Group
  • Open and Closed Ticket Count by Group
  • Closed Tickets Count- Last 6 Months
  • Department vs Total Timespent
  • Open tickets by week
  • Request List Based On Group
  • Requests Due In The Next 48 Hours
  • Requests Due Today And Tomorrow
  • Resolution And Closed Time Based On Group And Priority
  • Service Request by Category
  • Last Updated Time Report Based On Technician
  • Open and Closed Request Count by Technician
  • Ageing Requests: Ticket Count For Each Open Day

Frequently Asked Task Reports

  • Tasks by Support Rep
  • List of Tasks Not Created by Task Owner
  • Total Timespent by Request
  • Report With Request And Task Details For Closed Requests
  • Tasks by Month Group and Owner
  • Open Tasks Whose Tickets Have Been Closed
  • Request Related Tasks by Category and Timespent
  • Task Details with the Related Request ID
  • Task Distribution by Status
  • Task Listing with Type and Status

Backlog Analysis

  • Backlog Trend
  • Oldest Backlog Request Details
  • Backlog Requests Priority Distribution
  • Historical Backlog Trend by Priority
  • Top 10 Customer Wise Backlog Analysis
  • Technician Based Backlog Analysis

Technician Leaderboard

  • Top 5 Technicians by Closed Requests Last Month
  • Technicians With Least Request Re-opens
  • Technicians with Least Escalations
  • Top Performing Group
  • Top 10 Performers by Ticket Closed- All Time
  • Top 10 Technicians by Fastest Average Resolution Time
  • Technician Wise Escalations

Performance Trends

  • Response and Resolution Time Trend
  • Last 7 Days Performance
  • Average First Response Time Trend
  • Reopened Ticket Trend
  • Top Performing Site
  • Escalation Trend - Top 5 Technicians
  • Trend of Avg Closing Times and Its Deviation
  • Trend of Avg Time to Resolve Tickets and Its Deviation
  • Trend of Avg Time to Assign Tickets
  • Trend of Avg Time to First Reply and Its Deviation
  • Ticket Escalation Trend

Incoming Requests Trend Analysis

  • Tickets Assigned Today
  • Category Wise Ticket Inflow by Hour
  • Category Wise Ticket Inflow by Weekday
  • Incoming vs Resolved Trend
  • Tickets Inflow by Hour of Day
  • Incoming Ticket Trends by Business Impact
  • Incoming Ticket Trend by Site
  • Requests Inflow Trend by Week Day
  • Incoming Ticket Count Trend Monthly
  • Incoming Ticket Trend by Priority
  • Incoming Ticket Trend by Creation Mode
  • Call Volume by Hour
  • Last 30 days Requests
  • Incoming vs Closed Request Trend
  • Incoming vs Closed Status

Task Analysis

  • Overdue Task Trend
  • Additional Spending Trend In Tasks Monthly
  • Distribution of Tasks Due Today
  • Task Incoming Trend Monthly
  • Task Inflow by Priority Monthly Trend
  • Task Distribution by Site Trend
  • Task Distribution by Site
  • Completed Task Count by Owners
  • % of Tasks Completed within the Scheduled Time

ServiceDesk Plus MSP

Dashboards

  • Requester Dashboard
  • Technician 360 View
  • Performance Trends Dashboard
  • ServiceDesk Manager Dashboard
  • Task Details
  • Incoming Tickets Dashboard
  • CIO Dashboard
  • Revenue Dashboard
  • Reopened Tickets Dashboard
  • Helpdesk Overview
  • Ticket Resolution Dashboard
  • MSP Dashboard
  • Technician Leaderboard
  • Task Analysis Dashboard
  • SLA Analysis
  • Backlog Analysis
  • Burn Down and Burn Up Dashboard
  • Group History Analysis
  • Knowledgebase Dashboard
  • Status History Dashboard
  • Technician History Dashboard
  • Service Request Dashboard

Account Based Reports

  • % of Overdue Requests Across Accounts
  • Task Volume by Account
  • Hours Logged for Each Account - Last 12 Months
  • % of SLA Violations
  • Escalated vs Total Tickets by Account
  • Open Requests and Tasks for All Accounts
  • Incoming Requests by Account
  • Tasks by Percentage Completion
  • Incoming Tasks by Account
  • Average Time Spent Per Request - Last 12 Months
  • Ticket Volume by Account
  • Total Tech Charge Across Accounts - Last 12 Months
  • Request Summary by Priority and Overdue Status
  • Average Response and Resolution Time Summary
  • Escalations by Account
  • Incoming vs Resolved Requests Each Month

Strategic Analysis

  • Burn Rate
  • Backlog Analysis by Customer
  • Incoming vs Resolution and Backlog Requests
  • Escalated vs Total Tickets by Category
  • Incoming, Resolved, Backlog and Same Week Resolution Requests by Month
  • % of Reopened Requests
  • Request Resolution Time by Age Tier
  • Areas with Highest Customer Dissatisfaction
  • Escalated vs Total Tickets by Site

Billing Reports

  • Closing Balance by Account
  • Number of Outstanding Bills Per Account
  • Bill Amount Paid - Last 12 Months
  • Total Income Each Month - Last 12 Months
  • Total Revenue vs Average Revenue
  • Expected Revenue vs Actual Revenue
  • Billing Amount, Paid Amount and Closing Balance
  • Revenue Each Month - Last 12 Months
  • Average Income Each Month

Request Reports

  • Escalated Requests
  • Top 10 Requesters by Highest Resolution Time
  • Top 10 Requesters by Most SLA Violations
  • Customers With More Than 5 Open Tickets
  • Top 5 Customers with Tickets Currently Open
  • Request Summary
  • Last Activity Report for In Progress Requests
  • Closed Requests Trend Report
  • Average Resolution Time by Site
  • Requests by Site
  • Open Request Reports by Site and Priority
  • Requesters with more than 5 In-progress requests
  • Request Volume by Priority
  • Closed Requests by Group
  • Average Time To Resolve - Tier Report
  • Top 10 Requesters
  • Request Volume QoQ Comparison by Group
  • Closed Requests - Last Week Vs This Week
  • Reopened Requests Count
  • Requests Distribution by Service Category
  • Tickets by Nature of Request
  • Top 5 Sites with Most Open Tickets
  • Ageing Report for In Progress Requests
  • Closed Tickets - Last week Vs This Week
  • Requests Closed by Each Hour
  • Tickets Stream - This Quarter vs Last Quarter
  • Average First Response Time - Last 30 days
  • Request Ageing - In-progess Request more than 60 Days
  • Top 5 Service Categories based on Ticket flow
  • Top 5 Site with Most Opened Request
  • Avg Request Resolution Time Trend
  • Top 10 Time Consuming Open Requests
  • Completed Requests Trend
  • Request Breakdown by Type
  • Request Distribution by Mode - Trends
  • Request Volume Trends
  • Closed Request Trend - Last 4 Weeks

Project Reports

  • % of Overdue Tasks
  • Active Milestone Details
  • Active Milestones
  • Delayed Milestones
  • Delayed Projects
  • Estimated vs. Actual Cost
  • Estimated vs. Actual Hours Spent
  • Milestone Burn Up - Daily
  • Milestone Burn Up - Monthly
  • Milestone Burndown
  • Milestone Duration - Estimated vs. Actual
  • Milestone Ownership
  • Most Expensive Projects
  • Pending Milestones and Tasks
  • Project Burn Up - Monthly
  • Project Burn Up Report - Daily
  • Project Completion Overview
  • Project Creation Trend
  • Project Load
  • Project Overview
  • Project Progress
  • Project Related Task Completion Rate
  • Project Schedule
  • Project Status Overview
  • Project Summary
  • Project Tasks by Priority
  • Project Tasks by Status
  • Project Timesheet
  • Project Timesheet Trend
  • Project Workload Split
  • Project-wise Task Progress
  • Projects and their Related Requests
  • Projects by Pending Milestones or Tasks
  • Projects Completed Late
  • Projects Cost Analysis
  • Projects Initiated for a Change Implementation
  • Resource Utilization Percentage
  • Resource Workload
  • Resource Workload This Week
  • Site with the Most Open Projects
  • Target vs. Actual Milestone Completion
  • Timesheet Entries This Week
  • Timespent on Projects
  • Underestimated Milestones
  • Underestimated Projects​

Status History Analysis

  • Avg Number of Status Changes Per Request
  • Avg Time Spent in Each Status This Month
  • Comparison of Time Spent in Status - This Quarter vs. Last Quarter
  • Comparison of Time Spent in Status - This Year vs. Last Year
  • MOM Comparison of Time Spent in Each Status
  • Most Frequest Status Change - Last 12 Months
  • Overall On Hold Time Trend
  • Overall On Hold Time Over the Years
  • QOQ Comparison of Time Spent in Each Status
  • Status Change History
  • Status Change History of the Top 10 Longest Pending Requests
  • Status Change Summary of the Top 10 Longest Pending Requests
  • Summary of Status Changes
  • Trend of Avg Time Spent in Each Status
  • Year-wise Comparison of Time Spent in Status
  • YOY Comparison of Time Spent in Each Status​​

Technician History Reports

  • Avg Number of Technician Changes Per Request
  • Avg Time in Unassigned State
  • Avg Time Spent by Technicians
  • Avg Unassignment Time Over the Years
  • Comparison of Avg Time a Request Stays With a Technician
  • Comparison of Avg Time Spent by Technician
  • MOM Comparison of Time Spent by Technicians
  • Most Frequent Technician Change
  • QOQ Comparison of Time Spent by Technicians
  • Summary of Technician Assignment 
  • Tech Change History of Top 10 Longest Pending Requests
  • Technician Assignment History for the Top 10 Longest Pending Requests
  • Technician Change History
  • Technician re-assignment behavior
  • Technician Time Spent Analysis
  • Trend of Avg Time Spent by Technicians
  • YOY Comparison of Time Spent by Technicians​​

Support Group History 

  • Avg Number of Group Changes per Request
  • Avg Time Spent in Each Group
  • Avg Time Spent Without Group Association
  • Comparison of Avg Time Spent in Each Group - This Quarter vs. Last Quarter
  • Comparison of Avg Time Spent in Each Group - This Year vs. Last Year
  • Group Change History
  • Group Change History of Top 10 Longest Pending Requests
  • Group Re-assignment Behavior
  • Group Time Spent Analysis Over the Years
  • MOM Comparison of Time Spent in Group
  • QOQ Comparison of Time Spent in Group
  • Summary of Support Group Assignment Changes
  • Summary of Support Group for Top 10 Longest Pending Requests
  • Trend of Total Time Spent by Each Group
  • YOY Comparison of Time Spent in Group

Service Catalog Reports

  • Trend of Average Turnaround Time by Service Category
  • Incoming, Resolved, Backlog and Same Week Resolution Requests by Month
  • Re-Opened Service Request Trend
  • Average Turnaround Time for Service Requests
  • Average Turnaround Time by Service Category
  • Service Request Backlogs
  • Average Cost Per Service Request
  • Comparison Trend of Incident and Service Requests
  • Incoming Trend of Service Requests
  • Service Request Ageing Report
  • Service Request and Associated Task Details
  • Top 10 Requesters by Service Request
  • Service Requests Ageing Report
  • Service Requests within SLA vs Violated SLA
  • Top 10 Service Requests by Highest Resolution Time
  • Top 10 Technicians by Service Requests Handled
  • Top Service Categories
  • Trend of Incoming and Resolved Service Requests
  • Service Request Backlog
  • Top 10 Frequently Used Service Requests
  • Least Used Service Requests (Bottom 10)

Technician Reports

  • Technician Wise Completion Age Tier
  • Technician Load
  • Top 5 Technician with the Least SLA Compliance
  • Request Completion Trend Report by Technician
  • In Progress and Closed Request Comparison- Top 5 Technician
  • Top 5 Technicians by Request Load
  • Request Summary Report by Technician
  • Top 5 Technician by SLA Compliance
  • Average First Response Time by Technician
  • Top 5 Technicians by Requests Closed
  • Time Spent in each mode by Technician
  • Technicians with Least Requests Closed (Bottom 5) - Last 3 Months
  • Technician Escalation Report
  • Technician Workload Report - This month
  • Current Open Requests - Technician Wise

SLA Reports

  • SLA Violation Percentage by Site
  • SLA Compliance Trend
  • Recent SLA Violations
  • Requests Approaching SLA Violation
  • SLA Violation Report by Department
  • SLA Report by Technician
  • SLA Compliance by Group
  • SLA Compliance vs Breached Trend - Last 12 Months
  • Performance Timeline
  • SLA Deviation
  • SLA Violated by Category
  • SLA Compliance Trend Reports by Technician
  • SLA Compliance Trend Report

Worklog Reports

  • Total Hours Logged by Each Site - Last 12 Months
  • Worklog by Site and Technician
  • Total Charge by Technician - This Month
  • Average Time Spent by Site - Last 12 Months
  • Average Time Spent by Technician
  • Tech vs Other Charge Report - Month wise
  • Top 5 Technician by Charges
  • Total Charge by Month wise - Last 12 Months
  • Top 5 Technician by Worklog Hours
  • Total Charge by Site - This Month
  • Bottom 5 Technicians by Least Hours Logged
  • Top Sites by Hours
  • Total Charge by Technician - Month wise

Knowledgebase Reports

  • Most Frequently Used Solutions
  • Most Popular Solutions
  • Oldest Solutions
  • Percentage of Published Solutions
  • Solution Creators
  • Solution Effectiveness Calculation
  • Solution Effectiveness
  • Solution Usage - Support Groups
  • Solution Usage - Top 10 Techs
  • Solutions Approval Split
  • Solutions Creation Trend
  • Top Solution Contributors
  • Topics with Least Solutions

Task Reports

  • Status wise task count for In-Progress Request
  • Technician Wise Task Count group by Status
  • Technician wise open task count categorized by priority
  • Bottom 5 Technicians Based On Tasks Handled
  • Top 5 Technician by Task Closed
  • Group wise Open Task Count
  • Site wise Tasks Status

Helpdesk Overview

  • Request Category, Impact and Urgency Summary
  • Group Based Request Count
  • Incident Summary report: Open Requests by Priority, Status And Age
  • % Distribution of Tickets by Number of Days to Resolve
  • Group Wise Request Count
  • Requests by Business Impact
  • Ticket Count by Priority and Status
  • Week wise SLA breach
  • Average Resolution Time for Technicians
  • Time To Assign Tickets
  • Hours to Complete Since Initial Response
  • Last Updated WorkLog
  • Requests Unassigned For More Than 30 Mins

Task and Request Analysis

  • Resolution Time by Technician and Priority
  • Requests by Priority
  • Pie Chart of Tasks Which are Due Today
  • Escalated Requests by Technician
  • Top 10 Customers who escalate tickets often
  • Open Request Ageing Tier Chart
  • Incoming requests. Today vs Yesterday
  • Re-opened Service Request by Weekday
  • Escalation Trend- by Technician
  • Technician vs Escalated Requests Trend
  • Technicians with Tasks Due Today And Tomorrow
  • Time to Close Tickets Days Range
  • Tasks by Group and Month
  • Request Split by Category
  • Request Resolution by Group and Priority
  • Top 20 Customers- by Most Request Reopens
  • Monthly count of tasks by owner
  • Reopened Requests Trend by Day of week
  • Task Split by Site
  • Tasks Closed Over Time by Technicians Group
  • Technicians Who Charged Overtime For Tasks
  • Escalated Service Requests, by Technician
  • Listing of Tasks that are Due Today
  • Technician Spending Trend - Based On Additional Cost
  • Trend of requests based on category
  • Trend of task distribution by site

Frequently Asked Request Reports

  • Dashboard With Frequently Asked Reports
  • Requests and Request related Tasks Due Today For Each Technician
  • Open and Closed Request Count by Day of the Month
  • Last Updated Time Report Based On Technician
  • Ticket Count by Department and Category
  • Requests Due In The Next 48 Hours
  • Open tickets by week
  • Assignment Time by Technician and Group
  • Service Request by Category
  • Department vs Total Timespent
  • Resolution and Closed Time Based On Group and Priority
  • Requests Due Today And Tomorrow
  • Request List Based On Group
  • Request Details With Time Spent And Technician
  • Request Details by Oldest Open Requests
  • Request Ageing Report by Support Group
  • Open and Closed Ticket Count by Group
  • Top 10 Requests by Longest Resolution Time
  • Closed Tickets Count- Last 6 Months
  • Monthly Inflow of Service Requests
  • Requests by Department and Category
  • Group vs Resolution and Response times
  • Total Time Spent by Technician
  • Ageing Requests: Ticket Count For Each Open Day
  • Request Approaching SLA Violation
  • Open and Closed Tickets by Month and Year
  • Request Volume Trends by Week and Month

Frequently Asked Task Reports

  • Total Timespent by Request
  • Task Distribution by Status
  • Task Listing With Task Type and Status
  • Report With Request And Task Details For Closed Requests
  • Task Details with the Related Request ID
  • Open Tasks Whose Tickets Have Been Closed
  • Task Details With Timespent, Category And Request ID
  • List of Tasks Not Created by Task Owner
  • Tasks by Month, Group and Owner
  • Tasks by Support Rep

Backlog Analysis

  • Backlog Trend
  • Top 10 Requester Wise Backlog Analysis
  • Historical Backlog Trend by Priority
  • Oldest Backlog Request Details
  • Backlog Requests Priority Distribution
  • Technician Based Backlog Analysis

Technician Leaderboard

  • Top 10 Performers by Ticket Closed- All Time
  • Top 10 Technicians by Fastest Average Resolution Time
  • Technicians With Least Request Re-opens
  • Top 10 Performers by Ticket Closed This Month
  • Technician Wise Escalations
  • Technicians With Least Escalations
  • Top Performing Group
  • Top 5 Technicians by Closed Requests Last Month

Performance Trends

  • Last 7 Days Performance
  • Average First Response Time Trend
  • Reopened Ticket Trend
  • Escalation Trend- Top 5 Technicians
  • Ticket Escalation Trend
  • Top Performing Site
  • Trend of Avg Time To Resolve Tickets and Its Deviation
  • Trend of Avg Time To First Reply and Its Deviation
  • Trend of Avg Closing Times and Its Deviation
  • Trend of Avg Time To Assign Tickets
  • Last 30 Days Reopened Tickets

Incoming Requests Trend Analysis

  • Tickets Assigned Today
  • Category Wise Ticket Inflow by Weekday
  • Category Wise Ticket Inflow by Hour
  • Incoming vs Resolved Trend
  • Tickets Inflow by Hour of Day
  • Incoming Ticket Trends by Business Impact
  • Incoming Ticket Trend by Priority
  • Incoming Ticket Trend by Creation Mode
  • Incoming Ticket Trend by Site
  • Call Volume by Hour
  • Requests Inflow Trend by Week Day
  • Incoming vs Closed Request Trend
  • Incoming Ticket Count Trend Monthly
  • Incoming vs Closed Status

Task Analysis

  • Overdue Task Trend
  • Task Distribution by Site
  • Distribution of Tasks Due Today
  • Task Incoming Trend Monthly
  • Task Distribution by Site Trend
  • Completed Task Count by Owners
  • Additional Spending Trend In Tasks Monthly
  • Task Inflow by Priority Monthly Trend
  • % of Tasks Completed within the Scheduled Time.

SupportCenter Plus

Dashboards

  • CIO Dashboard
  • ServiceDesk Manager Dashboard
  • Request Inflow Overview
  • Support Rep Performance Dashboard
  • Request Overview Dashboard
  • SLA Analysis
  • Support Rep Leaderboard
  • Backlog Analysis

Request Reports

  • Requests Distribution by Mode - Trends
  • Open Requests by Week
  • Request Volume QoQ Comparison by Group
  • Requests Closed by Each Hour
  • Customers with more than 5 Tickets currently Open
  • Closed Tickets - Last week Vs This Week
  • Request Summary: Priority, Level, Category and Subject
  • Request Split by Category
  • Requests Inflow Trend - by Week Day
  • Ageing Report for In Progress Requests
  • Request Volume Trends
  • Assignment Time by Group
  • Tickets Inflow by Hours
  • Average First Response Time - Last 30 days
  • Closed Request Trend - Last 4 Weeks
  • Requests by Business Unit
  • Top 10 Contacts by Requests Raised
  • Avg Request Resolution Time Trend
  • Open and Closed Ticket Count by Group
  • Tickets by Nature of Request
  • Ticket Assignment Age Tier
  • Closed Requests - Last Week Vs This Week
  • Average Time to Resolve - Tier Report
  • Closed Requests Trend Report
  • Open Requests Report by Business Unit and Priority
  • Top 10 Time Consuming - Open Requests
  • Request Overview Report
  • Contacts with more than 5 In-progress Requests
  • Last Activity Report for In Progress Requests
  • Open Requests Report by Priority
  • Closed Requests by Group
  • Open and Closed Tickets by Month and Year
  • Request Volume by Priority
  • Incoming requests. Today vs Yesterday
  • Average Resolution Time by Business Unit
  • Request Volume Trends by Week
  • Requests Unassigned For More Than 30 Mins

Support Rep Reports

  • Group Escalation Report
  • Request Details by Oldest Open Requests
  • Average First Response Time by Group
  • Request Summary Report by Group
  • Time Spent by Support Rep based on Request Mode
  • Top 5 Support Reps by Request Load
  • Average First Response Time by Support Rep
  • In Progress vs Closed Requests by Support Rep
  • Request Completion Trend Report by Support Rep
  • Top 5 Support Reps by SLA Compliance
  • Support Rep Escalation Report
  • Request Completion Trend Report by Group
  • In Progress vs Closed Requests by Group
  • Group Based Request Distribution
  • Top 5 Support Reps by Requests Closed
  • Request Summary Report by Support Rep
  • Average Resolution Time by Support Rep
  • Current Open Requests - by Support Rep
  • Current Open Requests - By Group
  • Current Pending Requests - by Group
  • Current Pending Requests - by Support Rep
  • Support Rep Wise Escalations
  • Escalation Trend- Top 10 Reps
  • Time Spent by Group based on Request Mode
  • Support Rep Load
  • Technician Wise Completion Age Tier

SLA Reports

  • SLA Violated by Category
  • SLA Violated Report by Business Unit
  • SLA Violated by Account
  • SLA Compliance Trends by Support Rep
  • SLA Compliance Trends by Account
  • SLA Compliance Trend Report
  • SLA Compliance by Group
  • SLA Compliance vs Breached Trend - Last 12 Months
  • SLA Compliance Trend
  • SLA Deviation
  • SLA Report by Support Rep
  • Requests Approaching SLA Violation
  • Recent SLA Violations
  • SLA Violation Percentage by Business Unit

Account Reports

  • Accounts with Least Escalations
  • Account Escalation Report
  • Current Pending Requests - by Account
  • Request Completion Trend Report by Account
  • In Progress vs Closed Requests by Account
  • Average First Response Time by Account
  • Request Summary Report by Account
  • Current Open Requests - by Account

Strategic Analysis

  • Time To Close Tickets Based On Range Buckets
  • Category Trend
  • Avg Time to Assign Requests by Weekday
  • Min, Max and Avg Time Taken to Close or Resolve Requests
  • Incoming, Resolved, Backlog and Same Week Resolution by Month
  • Incoming, Resolved and Backlog Requests Comparison
  • Closed and Resolved Requests by Day of the Month
  • Escalated vs Total Tickets by Category
  • Hours to Complete Since Initial Response
  • Tickets Stream - This Quarter vs Last Quarter
  • Top 5 Business Units with Most Open Requests
  • Areas With Highest Customer Dissatisfaction
  • % Distribution of Tickets by Number of Days To Resolve
  • Request Resolution Time by Age Tier
  • Incident Summary report: Open Requests by Priority, Status and Age
  • Burn Rate

Support Manager Reports

  • Ageing Requests: Ticket Count For Each Open Day
  • Week wise SLA breach
  • Open Request Ageing Tier
  • Top 10 touchy customers
  • Average Assignment Time
  • Top 10 Requests by Longest Resolution Time
  • Open Requests not Updated in the Last One Month
  • Request Approaching SLA Violation
  • Escalated Requests by Support Rep
  • Ageing Report by Support Group
  • Call Volume by Hour This Month
  • Request Resolution by Group and Priority
  • Ticket Count by Priority and Status
  • Requests Due In The Next 48 Hours

Business Unit Reports

  • Business Unit and Group Wise Resolution Times
  • Incoming Request Trend by Business Unit
  • Business Unit with Least Escalations
  • Ticket Count by Business Unit and Category
  • Avg Resolution Time by Business Unit

Backlog Analysis

  • Business Unit Wise Backlog Analysis
  • Oldest Backlog Request Details
  • Backlog Requests Priority Distribution
  • Top 10 Contacts by Backlogs
  • Historical Backlog Trend
  • Technician Based Backlog Analysis

Technician Performance

  • Closed and Backlog Request Comparison - Top 10 Technicians
  • Support Rep by Number of Closed Requests
  • Technicians With Least Escalations
  • Top Performing Group by Shortest Resolution Time
  • Top 10 Technicians by Fastest Average Resolution Time
  • Top 10 Performers by Requests Closed or Resolved

Performance Trends

  • Trend of Avg Time for First Response and It's Deviation
  • Trend of Avg Closing Times and Its Deviation
  • Escalation Trend
  • Top Performing Business Unit
  • Trend of Avg Time to Resolve Requests and Deviation
  • Trend of Avg Time To Assign Tickets and Deviation
  • Average First Response Time Trend

Incoming Requests Trend

  • Monthly Inflow of Requests
  • Call Volume by Hour of the Day
  • Category Wise Ticket Inflow by Weekday
  • Incoming Request Trend by Priority
  • Category Wise Ticket Inflow by Hour of the Day
  • Incoming vs Closed Request Trend
  • Incoming vs Closed Status

Opmanager

OpManager Dashboards

  • Current alarm snapshot
  • Alarm trending
  • Performance overview
  • KPI Dashboard
  • Business View Overview
  • Inventory Overview

OpManager Reports

  • Devices generating the most alarms
  • Fluctuation in alarm volume
  • Alarm volume by hour of the day
  • Alarm volume by weekday
  • Alarm volume by device category
  • Top devices by average CPU utilization
  • Top devices by average Memory utilization
  • Top devices by average Disk utilization
  • Alarm acknowledgment trend
  • Offline devices
  • Alarm trend
  • Device performance and standard deviation
  • Category wise split of inventory
  • Devices by category
  • Devices by type
  • Business views generating the most alarms
  • Devices by vendor
  • Availability protocol used
  • Devices by polling interval
  • Week-wise alarm generation trend
  • Most repeated events
  • Number of alarms generated each month
  • Problematic devices
  • Mode of monitoring
  • Business view error status
  • Business views by device count
  • Devices Online
  • Business view alarm trend
  • Business views by percentage of devices in error
  • Business views that need attention
  • Category wise alarm trend
  • Current alarm status by device type
  • Current alarms by device category
  • Current alarm status by severity
  • Technician wise ownership of alarms
  • CPU, memory and disk utilization average
  • Alarm trends by severity
  • Performance insight
  • Devices by probe
  • Probe-wise distribution of devices
  • % of devices in each probe
  • Latest status of business views 

AppManager

AppManager Dashboards

  • Alarm history overview
  • ESX/ESXi dashboard
  • Current alarms snapshot
  • Inventory dashboard
  • Monitor group overview
  • KPI Overview
  • HyperV dashboard
  • SAP dashboard
  • Azure dashboard
  • Amazon AWS dashboard
  • Performance dashboard

AppManager Reports

  • Monitors by slowest response time
  • Alarm acknowledgment trends
  • Monitor groups by device count
  • Monitors by type
  • Top monitors by physical memory utilization
  • Top monitors by disk utilization
  • Alarm distribution by monitor type
  • Alarm volume by monitor type
  • Avg number of critical devices each month
  • Avg number of critical devices per monitor group
  • Monitor group alarm trend
  • Troublesome monitor groups
  • Category wise alarm trends
  • Alarms distribution
  • Alarm Trends
  • Alarm trend by severity
  • Monitor groups online
  • Monitor groups offline
  • Monitor group by device availability
  • Monitors online
  • Offline monitors
  • Alarm volumes by hour of the day
  • Alarm volumes by weekday
  • Monitor groups generating the most alarms
  • Monitor group by percentage monitors offline
  • Monitor groups that need attention
  • Monitor performance and standard deviation
  • Monitors generating the most alarms
  • Current status of alarms by severity
  • Fluctuation in alarm volumes
  • Most repeating alarms
  • Problematic monitors
  • Week-wise alarm generation trends
  • Technician wise split of alarms
  • Monitors by health status
  • Monitors by availability
  • Ports used for monitoring
  • Top monitors by CPU utilization
  • Monitors by management status
  • Current alarm status by monitor type
  • Alarm acknowledgment snapshot
  • Memory, CPU and disk utilization trend
  • Performance insights
  • Virtual monitors response time trend
  • ESX and VM performance
  • ESX and VM memory trends
  • HyperV CPU performance
  • HyperV memory utilization
  • EC2 network traffic
  • RDS and EC2, CPU utilization
  • Avg EC2 and RDS instances running
  • EC2 Disk I/O
  • RDS Disk I/O
  • RDS network traffic
  • SAP utilization
  • SAP paging rate
  • SAP dialog overview
  • SAP enqueue
  • Monitors by category
  • Azure CPU utilization
  • Azure memory utilization
  • Azure TCP connections
  • Azure network traffic
  • Azure performance counters
  • Monitors by managed server
  • Managed server-wise distribution of monitors
  • % of monitors by managed server
  • Latest status of monitor groups

 

 

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