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The SupportCenter Plus reports are classified under the following heads:
Under Helpdesk reports, the reports are grouped as:
Summary Reports: 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 and closed 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, and mode.
Pending Requests Report: This shows the distribution of all pending requests
for a specific period of time, based on parameters, such as priority, support rep,
category, due date, request created date. The reports available here are pending
requests by category, pending requests by priority, pending requests by support rep,
pending requests by due date, and pending requests by created date.
Completed Requests Reports: These reports show the distribution of completed
and closed requests. Similar to the Pending Request Reports, these reports are
also generated based on various parameters such as priority, request created
date, due date, support rep, and category.
Overdue Requests Reports: These reports display the distribution of
the requests that have been overdue. By overdue, we mean that the requests
have been in the open state beyond their due dates. The parameters to
generate the reports are same as the previous reports.
All Requests Reports: These reports display all the distribution of
all the requests received by SupportCenter Plus irrespective of their state.
The parameters to generate the reports are same as the previous reports.
SLA Violation Reports - Completed Requests: These reports display the distribution of the requests that have violated the SLA that was applicable on them. You can view these violations based on the request category and the support rep who handled the request or view all the SLA violation reports.
Time Spent Reports: 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 contact from whom requests were
received, support rep attending to the request, category, and account. The time
spent report by contact, gives you an idea on the cost per contact and the number
of request. Similarly, other request give this information depending on the
criteria on which the report is generated.
By default, the help desk reports will be created for the current week. You
can choose any custom period of your choice or choose to create reports for
last week, or this month, or for just this day. All these reports can be used
for analysis purposes. For example, the reports mapped against the parameter
support rep can be used to measure the support rep responsiveness and load handling
capability.
In all the above report types, except the summary reports, the x-axis denotes
the parameter used to generate the report while the y-axis denotes the number
of the requests.
The summary reports are tabular reports with the columns denoting the days and
the rows having the values of the parameter taken for generating the report.
For example, if the parameter used is support rep, then the rows will have the
support rep names, while the columns have the days of the week or month depending
on the time period chosen.
The survey reports can be found just below the HelpDesk Reports grouping. To view the reports, you just need to click on the corresponding report link. They are all summary type reports and will display the information in the form of table data. They provide you with the summary details on the survey results based on various parameters. All these reports help in measuring the efficiency and effectiveness of the support team and the kind of corrective actions that might be needed to delight the contacts.
Survey Overview Report gives the overall ratings of each of the questions in the survey based on the feedback of the users who took the survey. The ratings give you an idea about the value that is associated with the corresponding question. This report provides both tabular and a graphic representation of the results.
Survey Results by Category report has the survey information grouped based on the category. Against each category, the points gained by each of the survey questions will be tabulated. Depending on the kind of survey questions, this report will provide valuable information based on individual request categories.
Survey Results by Support Reps has the survey information grouped based on individual support reps. Each of the survey questions will carry some value and based on this value, the average value for the questions will be marked against the support reps. These points will enable you to objectively measure the support reps efficiency and effectiveness from the users perspective and take any corrective measures, if required.
Survey Results by Contact has the survey information grouped based on individual contact. This helps you in finding out which contact has sent the maximum number of requests and any other information based on your survey questions. This will give you an idea of the users perspective and help you in deciding about the corrective actions that need to be taken to make the support team more efficient and effective.
Survey Results by Priority has the survey information grouped based on the priority of the requests. The points for each question of the survey is mapped against the priority of the request for which the survey was sent.
Survey Results by Level has the survey information grouped based on the level of the requests. The points for each question of the survey is mapped against the level of the request for which the survey was sent.
Survey Results by Mode has the survey information grouped based on the mode of the requests. The points for each question of the survey is mapped against the mode of the request for which the survey was sent. This also gives you an idea on the mode of request that is most frequently used to create a new request.
If you are not able to find the report that you are looking for in the above out-of-the-box reports, then you can create your own report with the help of the custom report generation option.
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