List of Advanced Reports 1

SLA Reports

The Response SLA Compliance by Workgroup Report displays the Workgroup-wise Response SLA Met and Missed information (in percentage).

The Resolution SLA Compliance by Workgroup Report displays the workgroup wise Resolution SLA Met and Missed information (in percentage).

The SLA Time by Workgroup Report displays the workgroup wise Average Response SLA Time, Average Resolution SLA Time, Average Resolution Clock Time and, Average Response Clock Time (in Min).

The Response SLA Compliance by Location Report displays the location wise Response SLA Met and Missed information (in percentage).

The Response SLA Compliance by Category Report displays the category wise Response SLA Met and Missed information (in percentage).

The Response SLA Compliance by Classification Report displays the classification wise Response SLA Met and Missed information (in percentage).

The Response SLA Compliance by Analyst Report displays the Analyst wise Response SLA Met and Missed information (in percentage).

The Response SLA Compliance by User Type Report displays the user type wise Response SLA Met and Missed information (in percentage).

The Response SLA Compliance by Customer Report displays the customer wise Response SLA Met and Missed information (in percentage).

The Resolution SLA Compliance By Customer Report displays the customer wise Resolution SLA Met and Missed (in percentage).

The SLA Time by Customer Report displays the Customer wise Average Response SLA Time, Average Resolution SLA Time, Average Resolution Clock Time and, Average Response Clock Time (in Min).

The Response SLA Compliance by Vendor Report displays the vendor wise Response SLA Met and Missed information (in percentage).

The SLA Time by Vendor Report displays the Vendor wise Average Response SLA Time, Average Resolution SLA Time, Average Resolution Clock Time and, Average Response Clock Time (in Min).

The Incident Aging By Workgroup Report displays the workgroup wise No of Open Incidents and their aging details.

The Incident Aging By Location Report displays the location wise No of Open Incidents and their aging details.

Incident Aging By Classification (Open Incidents)

The Incident Aging By Priority Report displays the priority wise No of Open Incidents and their aging details.

The Incident Aging By Priority (Resolved Incidents) Report displays the priority wise No of Resolved Incidents and their aging details.

The Incident Aging By User Type Report displays the user type wise No of Open Incidents and their aging details.

The Incident Aging By Customer Report displays the customer wise No of Open Incidents and their aging details.

The Incident Aging By Vendor (Resolved Incidents) Report displays the vendor wise No of Resolved Incidents and their aging details.

The Workgroup wise Incident Trend By Response Time Report displays the month wise Average Response SLA Time (in Mins) and Average Response Clock Time (in Mins) for respective workgroup.

The Workgroup Wise Incident Trend By Count Report displays the month wise count of incidents created, incidents responded and, incident resolved for the respective Workgroup.

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective Workgroup.

The Location Wise Incident Trend By Count

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective Location.

The Category wise Incident Trend By Resolution Time Report displays month wise Average Resolution SLA Time and Average Resolution Clock Time (in Mins) for respective category.

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective Category.

The Classification Wise Incident Trend By Count

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective Classification.

The Priority wise Incident Trend By Response Time Report displays the month wise Average Response SLA Time (in Mins) and Average Response Clock Time (in Mins) for respective priority.

The Priority Wise Incident Trend By Count

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective Priority.

The Analyst Wise Incident Trend By Count

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective analyst.

The User Type Incident Trend By Response Time Report displays the month wise Average Response SLA Time (in Mins) and Average Response Clock Time (in Mins) for respective User Type.

The User Type Wise Incident Trend By Count

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective User Type.

The Customer wise Incident Trend By Resolution Time Report displays the month wise Average Resolution SLA Time (in Mins) and Average Resolution Clock Time (in Mins) for respective customer.

The Customer Wise Incident Trend By Count Report displays the month wise count of incidents created, incidents responded and, incident resolved for the respective Customer.

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective Customer.

The Vendor wise Incident Trend By Response Time Report displays the month wise Average Response SLA Time (in Mins) and Average Response Clock Time (in Mins) for respective Vendor.

The Vendor Wise Incident Trend By Count Report displays the month wise count of incidents created, incidents responded and, incident resolved for the respective Vendor.

Displays Month wise count of:

• Incidents Auto Escalated which are not assigned.
• Incidents Auto Escalated which are in pending status.
• Incidents which are not resolved and,
• Incidents that are manually escalated for the respective Vendor.

Status of Open Incidents By Workgroup – displays the Workgroup wise Incidents and its status.

Status of Open Incidents By Location – displays the Location wise Open Incidents and its status.

Status of Open Incidents By Category – displays the Category wise Open Incidents and its status.

Status of Open Incidents By Classification – displays the Classification wise Open Incidents and its status.

Status of Resolved Incidents By Classification - displays the Classification wise Resolved Incidents and its status.

Status of Open Incidents By Priority – displays the Priority wise Open Incidents and its status.

Status of Open Incidents By Analyst – displays the Analyst wise Open Incidents and its status.

Status of Resolved Incidents By Analyst - displays the Analyst wise Resolved Incidents and its status.

Status of Open Incidents By User Type – displays the User Type wise Open Incidents and its status.

Status of Resolved Incidents By User Type - displays the User Type wise Resolved Incidents and its status.

Status of Open Incidents By Customer – displays the Customer wise Open Incidents and its status.

Status of Open Incidents By Vendor – displays the Vendor wise Open Incidents and its status.

The CSAT Compliance Report By Workgroup Report displays the workgroup wise count of No of Incidents Resolved, No of Incidents liable for Feedback, No of Incidents Feedback Received and, No of Incidents Feedback Not received.

The CSAT Rating by Location Report displays the location wise Average CSAT Rating.

The CSAT Compliance Report By Category Report displays the category wise count of No of Incidents Resolved, No of Incidents liable for Feedback, No of Incidents Feedback Received and, No of Incidents Feedback Not received.

The CSAT Rating By Priority Report displays the priority wise Average CSAT Rating.

The CSAT Rating By User Type Report displays the User Type wise Average CSAT Rating.

The CSAT Compliance Report By Customer Report displays the Customer-wise count of No of Incidents Resolved, No of Incidents liable for Feedback, No of Incidents Feedback Received and, No of Incidents Feedback Not received.

The CSAT Compliance Report By Vendor Report displays the Vendor-wise count resolved Incidents, number of Incidents liable for Feedback, number of Incidents for which Feedback is received, and number of Incidents for which Feedback is not received.