Reporting

Features:

• Service Time Reporting
  • Report on ticket response and resolution times. See how long it takes to resolve particular types of tickets, how much time your Analysts/Technicians posted to the ticket and how they compare to the target resolution time for the ticket.
• Ad Hoc Views & Charting
  • Create your own reusable Ad-Hoc views and charts using powerful search filters and integration with Microsoft Excel®. 30 different types of charts can be created using the Ad-Hoc Charting report and a virtually unlimited number of views can be created using the Ad Hoc View report.
• Ticket Load Charting
  • View ticket logging trends by year, month, day and even hours. Being able to track peak service times will allow you to manage resources in an extremely effective manner.
• Response Time Charting
  • View the time from creation to assignment of a ticket. Make sure your tickets are being routed and or handled in an acceptable amount of time.
• Resolution Intervals Charting
  • See how long it is taking tickets to be resolved within specific time frames.
• Categories Charting
  • View the top 10 most common ticket categories.
• Work Performed Reports
  • View all of your Analysts/Technicians work and time spent entries based on Category, Department, Analysts and much more. This is very useful for seeing which services/problems are taking up the majority of time to resolve.
• Microsoft Excel® Integration
  • All views and charts are exportable to Microsoft Excel® making the distribution/emailing of reports easy. Charting and Excel integration is extremely robust within the VI Service Desk. Specify data for your charts based on x and y-axis parameters; this is an excellent way to see direct correlations and provide management with a compelling case for change.

Sample Report Screens: