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The Enterprise Reporting Suite

Modified on Thu, 3 May, 2018 at 5:13 PM

The Enterprise Reporting suite is available in our Garden, Estate, and ESM Plans. It includes the following reports:

Name of the report	What it does
Agent Ticket Summary	Shows you general information about each of the agents in your helpdesk
Group Ticket Summary	Shows you general information about each of the groups in your helpdesk
Service Desk at A Glance	Shows you more specific information your entire helpdesk
Agent at a Glance	Shows you more specific information about any particular agent in your helpdesk
Group at a Glance	Shows you more specific information about any particular group in your helpdesk
Department at a Glance	Shows the performance of a specific department during the selected date range
Service Desk Load Analysis	Shows you the general trend of ticket activities in your helpdesk
Service Desk Performance Analysis	Lets you track the overall performance of your support team
Agent Comparison	Compares the performance of agents based on key metrics
Group Comparison	Compares the performance of groups based on key metrics
Agent Top-N Analysis	Shows a showcase of top five agents from the service desk sorted by their performance
Group Top-N Analysis	Shows a showcase of top five agents from the service desk sorted by their collective performance
Department Top-N Analysis	Shows a showcase of top five departments from the service desk sorted by their collective performance
Time Sheet Report	Collects and shows all the time entries created by your agents and displays it in one common place
Customer Satisfaction Report	Aggregates the satisfaction scores collected by all your agents and displays it in one common place

Note:

Change Reports are included only in the Garden and Estate plans.
Asset Reports are included in all the plans, except the ESM plan.