SupportCenter Plus provides you with pre-defined reports that can be classified as Survey Reports, Account Reports, Timespent Reports, Reports by Overdue requests, Reports by Completed requests, Reports by Pending requests, Reports by all requests and Summary Reports.
Support Reps with administrator privilege and Full access permission over Reports module can edit these pre defined reports to suit their needs.
These reports 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 your support team, and take respective corrective actions. Under Survey reports you have,
These reports provide you with the summary of account details with several parameters such as Report by Product, Product Zone, Time Zone, Report by Account City, Report by Account Country and Report by Account Industry. Using these reports you can track the number of request raised from each account and zone.
Request Timespent 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 Account, Contact, Product and Product Type of the request. The time spent report by contact, gives you an idea on the cost per contact and the number of request.
Reports by Overdue requests
You can get the report of all the overdue requests from Account, Category, Contact, level, Priority, Group, Contact, Product Type, Support Rep, Mode, Due Date and Created date. Thus these reports helps in improving the service and rectify the mistakes for mutual benefit.
Reports by completed requests
These reports show the distribution of completed and closed requests. Similar to Survey Reports, these reports are generated based on various parameters such as Category, Account, Contact, Level, Mode, Priority, Group, Product and Product Type.
Reports by pending requests
This shows the distribution of all pending requests for a specific period of time, based on different parameters, such as Category, Account, Contact, Level, Mode, Priority, Group, Product, Product Type and Support Rep.
Reports by all requests
These reports provide you with graphical view of all open and closed requests by Category, Created Date, Account, Level, Priority, Status,Group, Product, Product Type, Contact, Support Rep, request status by Category, Level, Priority, Support Rep, Account and Contact.
Request Summary requests
These reports provide you with a high level view of the requests Received and Completed during a particular period date-wise. These reports are generated based on various parameters such as Category, Account, Contact, Level , Mode, Priority, Support Rep, Group, Product and Product type. These parameters are applicable for both Receive and Completed requests.