from the main menu bar.e11 Help Desk Software Manual for customer support & service software
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The Report is divided into four sections: Ticket Management Report, SLA Report, Performance Report, and Worktime Report. Using this feature, you can create and manage various types of reports (Ticket Management, SLA, Performance, and Worktime).
To go to the Reports page:
1. Click from the main menu bar.
2. On the View Settings page, click Report
.
3. Report page opens, as shown in the Figure 7-1-1.
4. Click Reports
.
5. View Report Types page opens, as shown in the Figure 7-1-2. This page will show you the various report types with a brief description about them.
6. Click on 
under Report Type to create or manage reports
under that report type.
Tip: You can also click on Reports 
from the main menu bar to access the View
Report Types page directly.
The Ticket Management Report section allows you to view concise and detailed information related to the tickets within specified time duration. This feature can be used to create and manage the ticket reports easily on the basis of various reporting criteria such as Priority, Status, Channel, and Representative.
Add a Ticket Management Report
To add a ticket management report:
1. Open the View Report Types page.
2. Under the Ticket Management Report in the View Report Types
page, click .
3. View Ticket Management Reports page opens, as shown in the Figure 7-2-1. This page will show you the ticket management report name with a brief description about it. It will also show you the date and time of the creation and modification of the ticket management report. The author's (representative) name, who created the report, will also be mentioned.
Note: You can view the Trash 
in View Ticket Management Reports page, only
if there is a deleted ticket management report(s).
You
can also view the details about a Ticket Management Report by clicking 
in the View Ticket Management Reports page.
4. Click 
to open the Add Ticket Management Report
(Step 1) page. Enter the information in the required fields, as shown in the Figure 7-2-2.
Required Fields |
|
Field |
Description |
|
Report Name |
Name for the ticket management report. |
|
Duration |
Specify the time duration for which the Ticket Management Report is being generated on the basis of Ticket Creation Date or Last Ticket Modification Date. |
|
Report Type |
Choose Detail to view the report thoroughly on the basis of the selected report criteria. Select at least one report criteria and its values to generate a report. On the other hand, choose Summary to view the report in a concise form. |
Note: Ticket Creation Date is the date when the ticket was generated whereas Last Ticket Modification Date is the date when the ticket was last modified.
For a Report Criteria, Includes gets selected from the drop-down menu by default. Select Excludes from the drop-down menu if you do not want to select it. You can also select multiple values under report criteria by pressing the control key, as shown in the Figure 7-2-2.
5. You can also add information in the optional fields.
Optional Fields |
|
Field |
Description |
|
Description |
Brief description of the report. |
|
Allow Deletion |
Check the box to allow deletion of a report at a later date. |
6. Click 
,
incase you select Detail as a report type.
Note: You can add more report criteria in Add Ticket Management Report (Step 1) page from Import Attributes in the Dynamic Report.
7. Add Ticket Management Report (Step 2) page opens. Select a field from the box on the left that you want to add, to display that field as columns in your report, as shown in the Figure 7-2-3.
8. Click 
to add it to the box on the right.
Tip: Use the up 
and down 
arrows to change the order in which you want
them to be displayed as columns in your report.
Note: You can also add multiple
fields together by pressing the control key and then clicking on the fields
that you want to add. After selecting the fields, click .
You can also select a field on the basis of which you want to sort your Ticket Management Report, as shown in the Figure 7-2-4.
9. Click 
to add a Ticket Management Report and 
to add and open the Ticket Management Report
page, as shown in the Figure
7-2-5. This page will show you the matching records, if any.
Note: Click 
to print the page or 
to export this page to Excel.
10. Incase you select Summary as a report type, select a report criteria such as Priority, from the drop-down menu in the Add Ticket Management Report (Step 1) page, as shown in the Figure 7-2-6.
Note: Once you select Summary as a
report type, the button will be disabled and will be enabled from the Add Ticket
Management Report (Step 1) page.
11. Click to add and open the Ticket Management Summary
Report. This page will show you the Ticket Management Report on the basis of
the selected report criteria, within the specified time duration, as shown in
the Figure 7-2-7.
Note: Click 
to enlarge, to print the page or to export this page to Excel.
Example: At times, you may need to
create a ticket management report, which will help you to view the tickets on
the basis of various report criteria such as Status, Representative, Priority,
and Channel. To do so, enter a ticket management report name, and specify the
time duration for which the Ticket Management Report is being generated on the
basis of the Ticket Creation Date or Last Ticket Modification Date, as shown in
the Figure 7-2-2.
You can also add information in the optional fields, as shown in the Figure 7-2-2.
Choose the report type Summary, if you want the report in a concise form on the
basis of one selected report criteria, as shown in the Figure 7-2-7.
On the other hand, select Detail to view the report thoroughly on the basis of
selected report criteria and its values. You can select multiple values under
report criteria by pressing the control key, as shown in the Figure 7-2-2.
Click to open the Add Ticket Management Report
(Step 2) page. Select a field on the basis of which you want to sort your
Ticket Management Report, as shown in the Figure 7-2-4. Click to add and view.
To modify a ticket management report:
1. Open the View Ticket Management Reports page.
2. In the View Ticket Management Reports page, click on the Report Name to be modified.
3. Edit Ticket Management Report (Step 1) page opens.
4. Modify the information and click .
5. Edit Ticket Management Report (Step 2) page opens.
6. Modify the information and click to save the changes.
7. Click to save the changes and then open the Ticket
Management Report page.
Note: Ticket Management Report page
helps you to view the matching records, if any. Click to print the page or to export this page to excel.
To delete a ticket management report:
1. Open the View Ticket Management Reports page.
Note: You can view the Trash in View Ticket Management Reports page only
if there is a deleted ticket management report(s).
2. In the View Ticket Management Reports page, check against the Report Name to be deleted, as shown in the Figure 7-3-1.
3. Click 
.
A confirmation box pops-up. Click 
to confirm.
Note: You must check the box Allow Deletion while creating a ticket management report to allow the deletion of that report.
To recover a ticket management report:
1. Open the View Ticket Management Reports page.
2. Click Trash 
to open the Deleted Items View page.
3. Check against the Report Name to be recovered, as shown in the Figure 7-4-1.
4. Click 
.
A confirmation box pops-up. Click to recover the ticket management report.
Tip: You can delete a Ticket
Management Report permanently by clicking on the Deleted Items View page.
Click
Back to Reports 
to go back to the Ticket Management Reports
page.
Performance Report section helps you to find out how your representatives deal with various tickets within specified time duration. Using this feature, you can also create and manage the performance reports of your representatives.
To add a performance report:
1. Open the View Report Types page.
2. Under Performance Report in the View Report Types page,
click .
3. View Performance Reports page opens, as shown in the Figure 7-5-1. This page will show you the Performance Report Name with a brief description about it. It will also show you the date and time of the creation and modification of the performance report. The author's (representative) name, who created the report, will also be mentioned.
Note: You can view the Trash in View Performance Reports page, only if
there is a deleted performance report(s).
You
can also view details about a Performance Report by clicking in the View Performance Reports page.
4. Click to open Add/Modify Performance Report page.
Enter the information in the required fields, as shown in the Figure 7-5-2:
Required Fields |
|
Field |
Description |
|
Report Name |
Name for the performance report. |
|
Duration Criteria |
Specify the time duration for which the performance report is being generated. |
5. You can also add information in the optional fields:
Optional Fields |
|
Field |
Description |
|
Report Description |
Brief description of the report. |
|
Allow Deletion |
Check the box to allow deletion of a report at a later date. |
|
Report Criteria |
Select the name of the representatives to be displayed in the Representative Performance Report page. |
Note: If you don’t select
representatives under the report criteria, the performance report will be displayed
on the basis of System. To select the name of the representative under the
report criteria, click 
.
Select Representative box pops-up. Click on the name of the representative and
click 
.
You can also select multiple representatives by pressing the control key, as
shown in the Figure
7-5-3.
You can also filter the representatives by the alphabet.
6. Click to add a performance report and to add and open the Representative
Performance Report page. This page will show you the performance report of the
selected representatives within specified time duration, as shown in the Figure
7-5-4.
Note: Click to print the page or to export this page to Excel.
Example: At times, you may need to
create a performance report to find out how your representatives deal with
various tickets. To do so, enter a performance report name and specify the time
duration for which the performance report is being generated, as shown in the Figure 7-5-2.
You can also enter information under description and select the representatives
you want to view in the performance report under report criteria. In addition
to that, you can allow deletion of a report at a later date by checking the
box, as shown in the Figure 7-5-2. Click to add and view.
To modify a performance report:
1. Open the View Performance Reports page.
2. In the View Performance Reports page, click on the Report Name to be modified.
3. Add/Modify Performance Report page opens.
4. Modify the information and click to save the changes.
5. Click to save the changes and then open the
Representative Performance Report page.
Note: Performance Reports help you
to view the performance of your representatives. Click to print the page or to export this page to Excel.
To delete a performance report:
1. Open the View Performance Reports page.
Note: You can view the Trash in View Performance Reports page, only if
there is a deleted performance report(s).
2. In the View Performance Reports page, check against the Report Name to be deleted, as shown in the Figure 7-6-1.
3. Click .
A confirmation box pops-up. Click to confirm.
Note: You must check the box Allow Deletion while creating a performance report to allow deletion of that report.
To recover a performance report:
1. Open the View Performance Reports page.
2. Click Trash to open the Deleted Items View page.
3. Check against the Report Name to be recovered, as shown in the Figure 7-7-1.
4. Click .
A confirmation box pops-up. Click to recover the performance report.
Tip: You can delete a Performance
Report permanently by clicking on the Deleted Items View page.
Click
Back to Reports to go back to the View Performance Reports
page.
This section helps you to create and manage the SLA (Service Level Agreement) reports of your clients to track and display the client SLA violations within specified time duration.
To add an SLA report:
1. Open the View Report Types page.
2. Under SLA Report in the View Report Types page, click .
3. View SLA Reports page opens, as shown in the Figure 7-8-1. This page will show you the SLA report name with a brief description about it. It will also show you the date and time of the creation and modification of the SLA report. The author's (representative) name, who created the report, will also be mentioned.
Note: You can view the Trash in View SLA Reports page, only if there is a
deleted SLA report(s). You can also view details about an SLA report by
clicking in the View SLA Reports
page.
4. Click to open Add/Modify the SLA Report page. Enter
the information in the required fields, as shown in the Figure 7-8-2.
Required Fields |
|
Field |
Description |
|
Report Name |
Name for the SLA report. |
|
Duration Criteria |
Specify the time duration for which the SLA report is being generated on the basis of Ticket Creation Date or Last Ticket Modification Date. |
Note: Ticket Creation Date is the date when the ticket was generated whereas Last Ticket Modification Date is the date when the ticket was last modified.
5. You can also add information in the optional fields:
Optional Fields |
|
Field |
Description |
|
Report Description |
Brief description of the report. |
|
Allow Deletion |
Check the box to allow deletion of a report at a later date. |
|
Report Criteria |
Select the name of the clients to be displayed in the Business Report [Outside SLA] page. |
Note: If you don’t select clients
under the report criteria, the SLA report will be displayed on the basis of
System. To select the name of the client under the report criteria, click .
Select Clients box pops-up. Click on the name of the clients and click .
You can also select multiple clients by pressing the control key, as shown in
the Figure
7-8-3.
You can also filter the clients by the alphabet.
6. Click to add an SLA report and to add and open the Business Report [Outside
SLA] page. This page will show you the SLA violation report of the selected
clients, if any, within specified time duration, as shown in the Figure 7-8-4.
Note: Click to print the page or to export this page to Excel.
Example: At times, you may need to
create an SLA report to track the client SLA violations. To do so, enter an SLA
Report Name, and specify the time duration for which the SLA report is being
generated on the basis of Ticket Creation Date or Last Ticket Modification
Date, as shown in the Figure 7-8-2. You can also enter information
under description and select the clients for whom you want to view the SLA
report under report criteria. In addition to that, you can allow the deletion
of a report at a later date by checking the box, as shown in the Figure 7-8-2.
Click to add and view.
To modify an SLA report:
1. Open the View SLA Reports page.
2. In the View SLA Reports page, click on the Report Name to be modified.
3. Add/Modify SLA Report page opens.
4. Modify the information and click to save the changes.
5. Click to open the Business Report [Outside SLA]
page.
Note: Click to print the page or to export this page to Excel.
To delete an SLA report:
1. Open the View SLA Reports page.
Note: You can view the Trash in View SLA Reports page only, if there is a
deleted SLA report(s).
2. In the View SLA Reports page, check against the Report Name to be deleted, as shown in the Figure 7-9-1.
3. Click .
A confirmation box pops-up. Click to confirm.
Note: You must check the box Allow Deletion while creating an SLA report to allow deletion of that report.
To recover an SLA report:
1. Open the View SLA Reports page.
2. Click Trash to open the Deleted Items View page.
3. Check against the Report Name to be recovered, as shown in the Figure 7-10-1.
4. Click .
A confirmation box pops-up. Click to recover the SLA Report.
Tip: You can delete an SLA Report
permanently by clicking on the Deleted Items View page.
To
view the active SLA Reports, click Back to Reports .
Worktime Report will show you how much time is devoted to an individual client or a client under the corporate account by representatives to solve all their ticket problems within the specified time duration. Using this feature, you can create and manage the worktime report.
To add a worktime report:
1. Open the View Report Types page.
2. Under Worktime Report in the View Report Types page, click .
3. View Worktime Reports page opens, as shown in the Figure 7-11-1. This page will show you the worktime report name with a brief description about it. It will also show you the date and time of the creation and modification of the SLA report. The author's (representative) name, who created the report, will also be mentioned.
Note: You can view the Trash in View Worktime Reports page only, if there
is a deleted worktime report(s).
You
can also view details about a Worktime Report by clicking in the View Worktime Reports page.
4. Click to open Add/Modify Worktime Report page.
Enter the information in the required fields, as shown in the Figure 7-11-2:
Required Fields |
|
Field |
Description |
|
Report Name |
Name for the Worktime report. |
|
Duration Criteria |
Specify the time duration for which the Worktime report is being generated on the basis of Ticket Creation Date or Last Ticket Modification Date. |
|
Report Criteria |
Select the grouping criteria for the Worktime Report on the basis of Accounts or Client. By default, Accounts is selected. |
Note: Ticket Creation Date is the date when the ticket was generated whereas Last Ticket Modification Date is the date when the ticket was last modified.
5. You can also add information in the optional fields.
Optional Fields |
|
Field |
Description |
|
Report Description |
Brief description of the report. |
|
Allow Deletion |
Check the box to allow deletion of a report at a later date. |
6. Click to add a Worktime Report and to add and open the Worktime Report page, as
shown in the Figure 7-11-3. This page will show you how much time is devoted to
an individual client or a client under corporate account by representatives to
solve their problems within specified time duration.
Note: Click to print the page or to export this page to Excel.
Note: Similarly, you can view the worktime report of individual clients by selecting Client under the Report Criteria in the Add/Modify Worktime Report page.
Example: At times, you may need to
create a worktime report to track how much time is devoted to an individual
client or a client under corporate account by representatives to solve their
problems. To do so, enter a worktime report name, such as Fortnight Worktime
Report, and specify the time duration for which the worktime report is being
generated on the basis of Ticket Creation Date or Last Ticket Modification
Date, as shown in the Figure 7-11-2. Select Accounts or Client as the
grouping criteria for the worktime report. By default, Accounts is selected.
You can also enter information under description and allow deletion of a report
at a later date by checking the box as shown in the Figure 7-11-2.
Click to add and view.
To modify a worktime report:
1. Open the View Worktime Reports page.
2. In the View Worktime Reports page, click on the Report Name to be modified.
3. Add/Modify Worktime Report page opens.
4. Modify the information and click to save the changes.
5. Click to open the Worktime Report page.
Note: Click to print the page or to export this page to Excel.
To delete a worktime report:
1. Open the View Worktime Reports page.
Note: You can view the Trash in View Worktime Reports page, only if there
is a deleted worktime report(s)
2. In the View Worktime Reports page, check against the Report Name to be deleted, as shown in the Figure 7-12-1.
3. Click .
A confirmation box pops-up. Click to confirm.
Note: You must check the box Allow Deletion while creating a worktime report to allow deletion of that report.
To recover a worktime report:
1. Open the View Worktime Reports page.
2. Click Trash to open the Deleted Items View page
3. Check against the Report Name to be recovered, as shown in the Figure 7-13-1.
4. Click .
A confirmation box pops-up. Click to recover the worktime report.
Tip: You can delete a worktime
report permanently by clicking on the Deleted Items View page.
To
view the active worktime reports, click Back to Reports .