Metric Reports
Metric reports return statistical data and metrics about
the Project, rather than returning specific Issue data. Output
options include HTML
Text, Graphical,
and Text
File Export. The
information returned by these reports can help you measure how well your
organization performs and where improvement is needed.
The following reports can be run from the Reports
| Metrics reporting menu:
- Current Performance by Team/Agent—Report
on Issues currently active in the Project, grouped by assignee(s).
- Issue Statistics—Provide
quick statistical information on specific groups of Issues.
- First Call Resolution—Determine
the percentage of Issues that were created with a status ofClosed
versus the number of issues that were received for a specific time period.
- Resolution Rate—Determine
the rate at which Issues are resolved for specific criteria.
- Received
vs. Closed Reports—List
how many Issues were received and how many were closed, based on specific
criteria.
- Turn-around Time—Measure
how long issues have remained in a particular status or how long it takes
to get from one status to another.
- Service-level Agreements—The
service-level agreements reporting option returns the number and percent
of Issues achieved, breached, resolved and unresolved per service-level
agreement. This
type of report cannot be saved and auto run.
- Historical—Return historical
data on Issues in the current Project, including past statuses, priorities,
and elapsed time. This
type of report cannot be saved and auto run.
- Query Statistics—Return
statistics on searches of the database, which can be categorized by whether
they were performed by Customers or Agents. This
type of report cannot be saved and auto run.
In all reports broken down by assignee, the bar/slice/row
for a team only lists Issues assigned to that team and none of its members.
If a ticket
is assigned to multiple teams, it counts for each team, just the way a
ticket assigned to multiple Agents counts for each Agent. If
a ticket is assigned to Team A, Team B, and a member of Team B, it counts
for Team A and the member of Team B. If
a ticket is assigned to Team A, Team B, and an Agent who is a member of
both teams, it only counts for the Agent.
Counts broken down by assignee may not add up to the total
number of Issues in a report if Issues are assigned to multiple people.