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PG Round Up
Technology Services Update PDF Print E-mail
as written by Matthew Arciniega, General Manager - Technology Services Division

SupportCentre Ticket Reports & Statistics

There are several ticket-related reports available within the Precision SupportCentre staff control panel. You can use these reports to answer various questions about staff performance, workload, and client demand--as well as billable hours amassed by staff, clients, and even entire client groups. Some (though not all) of these reports can be exported to Excel.

Matt A

This article highlights some of the more useful reports.

Ticket Statistics

The following types of questions can be answered by going to Tickets->Reports->Ticket Statistics in the staff control panel. There are three statistics modes available: Staff, Clients, and Groups.

Between dates x and y...

  • Which of my staff replied to (or closed) the most tickets? (How are they performing relative to each other? Who appears to be 'slacking off'?)
  • How busy was my support department, overall? (How many tickets did we reply to each day, on average?)

Between dates x and y...

  • Which individual clients (or client groups) issued the most tickets? (In other words, which clients kept our support desk the busiest?)
  • Which individual clients (or client groups) issued the most tickets to a specific PSC support department?

Time Worked / Billable Time

There are two series of reports which provide summaries of hours worked and billable time. These reports basically provide different 'windows' to view the same set of data.

The report page located at Tickets->Reports->Time Spent (A) can answer the following questions:

Between dates x and y...

  • How many total billable hours did my support staff spend working on tickets?
  • What were my staff's individual contributions per day, in terms of billable hours? What was his/her average daily contribution? Are any staff failing to contribute? Are others deserving of additional recognition?
  • Which clients (or client groups) are responsible for the highest number of billable hours?

The report page located at Tickets->Reports->Time Spent (B) can answer the following questions:

Between dates x and y...

  • How many hours did a particular staff member spend working on tickets? How many of those hours were billable?
  • How many billable hours did a particular support department amass for a particular client?

Work Summary Report

The following questions can be answered by going to Tickets->Reports->Work Summary in the staff control panel.

  • What was so-and-so working on last Tuesday? Which tickets did s/he respond to?

Response Time Report

The following questions can be answered by going to Tickets->Reports->Response Time in the staff control panel.

  • How long is it taking our department's staff to clear tickets for a particular client group, or all client groups?
  • How long did a staff member spend working on tickets on a particular day?
  • Are some tickets sitting in the queue too long before being worked on? (Do I need to add more support staff, or give additional training?)
  • What was so-and-so working on last Tuesday? Which tickets did s/he respond to?

 

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