Follow-up and evaluation – Reports
Artologik HelpDesk has several built-in report generators that make it easy to extract statistics for follow-up and evaluation.
The report can help you identify and prevent recurring support issues, educational efforts can be targeted, and staffing levels can be planned to get the best from available resources. The reports can generate statistics regarding both the actual tickets and ticket types and the handling of them.
THE FOLLOWING REPORT TYPES ARE AVAILABLE
Ticket Handling Time
This report is used to compile data on the processing time of tickets based on a number of criteria; for example, how long each ticket has taken to resolve or how many tickets were solved in a given period. It is also possible to analyse the average time passed from registration to closure of a ticket, or from registration until it is handled by support staff or from handling to closure. These reports can be generated to take into account the opening hours of the support desk, or a variety of self-defined time intervals.
This report provides details of the volume of support per customer or customers. The selection can be detailed (for example by priority level) or general. The report Volume/customer is useful when assessing which customer generates the most support tickets, or when planning the targeting of educational efforts to lower ticket volumes.
This report type allows for printing or exportation of selected information from the ticket list. It is possible to analyze, for instance, which tickets a certain ticket operator has handled and closed in the last month or which type of support questions a specific object has generated. This report is useful when improving routines or planning preventative measures.
The Ticket volume report generates statistics relating to peaks and troughs in the workload of the support organization. The information provided is regarding the times when most tickets are registered. Various time intervals can be selected, such as days, weeks or months, making the report highly useful when planning staffing levels.