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The reports summarize the total number of system events in a given period. Reports from this group offer information about the data volumes processed by the system.
The reports are archival and unchangeable. Re-generation of a report with the same arguments will always produce the same results.
Types of activity reports (click the report name to expand the description):
Response time by days
The report provides statistics related to the first response time in range of days, for the tickets with the technical support employee’s first response taken in the specified period.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Response date until:
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date (range: 1 day)
|
date selection
|
last day of the last month
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not possible to select the current day; maximum time from the start date: 100 days
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Response date from:
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date (range: 1 day)
|
date selection
|
first day of the last month
|
no date limitations
|
First response person:
|
(any), multiple choice from user list
|
multiple choice
|
(any)
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list is limited to users with “administrator” or “technical support” role.
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Reported data:
Response time: time from ticket creation to the first public comment by a user with “administrator” or “technical support” role.
The total time average and comment average is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Day
|
Number of tickets with first response made
|
Number of tickets with response time
|
Response time
|
up to 1 h
|
more than 1 h - up to 8 h
|
more than 8 h - up to 24 h
|
more than 24 h
|
average
|
maximum
|
January 1, 2016
|
20
|
6
|
10
|
3
|
1
|
50 min
|
2 h
|
January 2, 2016
|
43
|
12
|
20
|
9
|
2
|
1 h
|
2 h 20 min
|
January 3, 2016
|
14
|
3
|
5
|
6
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0
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1 h 10 min
|
1 h 40 min
|
average
|
25.67
|
7
|
11.67
|
6
|
1
|
59 min 13 sec
|
-
|
total
|
77
|
21
|
35
|
18
|
3
|
-
|
-
|
Visual presentation:
Chart: point/line chart of the number of tickets with the first response taken from the given day.
Chart: point/line chart of the number of tickets with response time of up to 1 h, 1 to 8 h, 8 to 24 h, more than 24 h from the given day.
Chart: point/line chart of the average response time from the given day.
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Response time by weeks
The report provides statistics related to the first response time in range of weeks, for the tickets with the technical support employee’s first response taken in the specified period.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Response date until:
|
date (range: 1 week)
|
date selection
|
last completed week
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not possible to select the current day; maximum time from the start date: 15 weeks (105 days)
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Response date from:
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date (range: 1 week)
|
date selection
|
four weeks back from the last completed week
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no date limitations
|
First response person:
|
(any), multiple choice from user list
|
multiple choice
|
(any)
|
list is limited to users with “administrator” or “technical support” role.
|
Reported data:
Response time: time from ticket creation to the first public comment by a user with “administrator” or “technical support” role.
The total average response time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Week
|
Number of tickets with first response made
|
Number of tickets with response time
|
Response time
|
up to 1 h
|
more than 1 h - up to 8 h
|
more than 8 h - up to 24 h
|
more than 24 h
|
average
|
maximum
|
January, 4 - 10 2016
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20
|
6
|
10
|
3
|
1
|
50 min
|
2 h
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January 11 - 17, 2016
|
43
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12
|
20
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9
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2
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1 h
|
2 h 20 min
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January, 18 - 24 2016
|
14
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3
|
5
|
6
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0
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1 h 10 min
|
1 h 40 min
|
average
|
25.67
|
7
|
11.67
|
6
|
1
|
59 min 13 sec
|
-
|
total
|
77
|
21
|
35
|
18
|
3
|
-
|
-
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Visual presentation:
Chart: point/line chart of the number of tickets with the first response taken from the given week.
Chart: point/line chart of the number of tickets with response time of up to 1 h, 1 to 8 h, 8 to 24 h, more than 24 h from the given week.
Chart: point/line chart of the average response time from the given week.
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Response time by months
The report provides statistics related to the first response time in range of months, for the tickets with the technical support employee’s first response taken in the specified period.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Response date until:
|
date (range: 1 month)
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date selection
|
first month of the quarter with the last completed month
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not possible to select the current day; maximum time from the start date: 3 months
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Response date from:
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date (range: 1 month)
|
date selection
|
last completed month
|
no date limitations
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First response person:
|
(any), multiple choice from user list
|
multiple choice
|
(any)
|
list is limited to users with “administrator” or “technical support” role.
|
Reported data:
Response time: time from ticket creation to the first public comment by a user with “administrator” or “technical support” role.
The total average response time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Month
|
Number of tickets with first response made
|
Number of tickets with response time
|
Response time
|
up to 1 h
|
more than 1 h - up to 8 h
|
more than 8 h - up to 24 h
|
more than 24 h
|
average
|
maximum
|
January 2016
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200
|
60
|
100
|
30
|
10
|
50 min
|
2 h
|
February 2016
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430
|
120
|
200
|
90
|
20
|
1 h
|
2 h 20 min
|
March 2016
|
140
|
30
|
50
|
60
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0
|
1 h 10 min
|
1 h 40 min
|
average
|
256.67
|
70
|
116.7
|
60
|
10
|
59 min 13 sec
|
-
|
total
|
770
|
210
|
350
|
180
|
30
|
-
|
-
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Visual presentation:
Chart: point/line chart of the number of tickets with the first response taken from the given month.
Chart: point/line chart of the number of tickets with response time of up to 1 h, 1 to 8 h, 8 to 24 h, more than 24 h from the given month.
Chart: point/line chart of the average response time from the given month.
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Summary - number of events
The report provides numerical event statistics in form of a summary.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Remarks
|
Activity date until:
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date (range: 1 day)
|
date selection
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yesterday
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not possible to select the current day;
unlimited maximum time from the start date.
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Activity date from:
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date (range: 1 day)
|
date selection
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earlier of the following dates:
•system installation/migration date (zero date) •yesterday |
no date limitations
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Reported data:
Example:
Month
|
Number of tickets created from
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Total number of created tickets
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Total number of closed tickets
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Number of comments
|
e-mail messages
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application interface
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public
|
internal
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total
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Number
|
500
|
1500
|
2000
|
1800
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3500
|
4000
|
6500
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Average per day
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1.37
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4.11
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5.48
|
4.93
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9.59
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10.96
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17.81
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Visual presentation:
Chart: pie chart of the total number of tickets created from e-mail messages and the application interface.
Chart: bar chart of the number of created tickets and closed tickets.
Chart: pie chart of the total number of public comments and internal comments.
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User activity in tickets
The report provides numerical user activity statistics in the specified period.
Arguments:
Argument name
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Possible values
|
Selection method
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Default value
|
Remarks
|
Activity date until:
|
date (range: 1 day)
|
date selection
|
last day of the last month
|
not possible to select the current day; maximum time from the start date: 100 days
|
Activity date from:
|
date (range: 1 day)
|
date selection
|
first day of the last month
|
no date limitations
|
First response person:
|
(any), multiple choice from user list
|
multiple choice
|
(any)
|
list is limited to users with “administrator” or “technical support” role.
|
Reported data:
Reports with which a user has been working: set of unique tickets, in relation to which the user performed any action (ticket editing, any comment) in the specified period.
The total average response time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Employee
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Public comments
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Public and internal comments
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Tickets with which the user has been working
|
number
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average per day
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number
|
average per day
|
number
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average per day
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Jan Kowalski
|
15
|
5
|
25
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8.33
|
10
|
3.33
|
Piotr Nowak
|
25
|
8.33
|
35
|
11.67
|
9
|
3
|
Anna Nowak
|
20
|
6.67
|
30
|
10
|
11
|
3.67
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total
|
60
|
|
90
|
|
30
|
|
Visual presentation:
Chart: bar chart of the number of public comments for the user + dotted line with mean value.
Chart: bar chart of the number of public and internal comments for the user + dotted line with mean value.
Chart: bar chart of the number of tickets with which the user has been working + dotted line with mean value.
Chart: bar chart of the daily average number of public comments for the user + dotted line with mean value.
Chart: bar chart of the daily average number of public and internal comments for the user + dotted line with mean value.
Chart: bar chart of the average daily number of tickets with which the user has been working + dotted line with mean value.
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First response time by users
The report allows to compare the response times of specific technical support employees for the tickets with the first response taken in the specified period.
Arguments:
Argument name
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Possible values
|
Selection method
|
Default value
|
Remarks
|
Response date until:
|
date (range: 1 day)
|
date selection
|
last day of the last month
|
not possible to select the current day; maximum time from the start date: 100 days
|
Response date from:
|
date (range: 1 day)
|
date selection
|
first day of the last month
|
no date limitations
|
First response person:
|
(any), multiple choice from user list
|
multiple choice
|
(any)
|
list is limited to users with “administrator” or “technical support” role.
|
Reported data:
Response time: time from ticket creation to the first public comment by a user with “administrator” or “technical support” role.
The total average response time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
User performing the first response
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Number of tickets with first response made
|
Number of tickets with response time
|
Response time
|
up to 1 h
|
more than 1 h - up to 8 h
|
more than 8 h - up to 24 h
|
more than 24 h
|
average
|
maximum
|
Jan Kowalski
|
200
|
60
|
100
|
30
|
10
|
50 min
|
2 h
|
Piotr Nowak
|
430
|
120
|
200
|
90
|
20
|
1 h
|
2 h 20 min
|
Anna Nowak
|
140
|
30
|
50
|
60
|
0
|
1 h 10 min
|
1 h 40 min
|
total
|
770
|
210
|
350
|
180
|
30
|
-
|
-
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Visual presentation:
Chart: bar chart of the number of tickets for the user who performed the first response + dotted line with mean value.
Chart: bar chart of the number of tickets with response time of up to 1 h, 1 to 8 h, 8 to 24 h, more than 24 h for the user who performed the first response.
Chart: bar chart of the average response time for the user who performed the first response + dotted line with mean value.
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