Reports
Reports are accessed by logging into the System Administration Interface. The following tabs are available which provide reports:
Staff Manager
Click the Reload button located towards the bottom of the screen to generate this report. On the left-hand side you will see tabular data listing each currently logged in user’s username, name, time since last activity, current status and total number of tickets picked up.
On the right-hand side you will see a graph representation of tickets served by each user for the day.
Traffic
This report returns traffic statistics based on the criteria selected.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report. The Report Type drop-down menu gives you the following options:
1. Customers per Hour
2. Customers per Day
3. Customers per Week
4. Customers per WeekDay
Once you have made your selection, click on the Search button. On the left-hand side you will see tabular data listing the total number of customers served grouped by the report type you selected.
Click on the Export Excel button to download a spreadsheet of your report.
On the right-hand side you will see a graph representation of the total customers served
grouped by the report type you selected.
Service Statistics
This report returns traffic statistics based on the criteria selected.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
The Report Type drop-down menu gives you the following options:
1. Customers per Hour
2. Customers per Day
3. Customers per Week
4. Customers per WeekDay
Once you have made your selection, click on the Search button. On the left-hand side you will see tabular data listing the total number of customers served grouped by the report type you selected.
Click on the Export Excel button to download a spreadsheet of your report.
On the right-hand side you will see a graph representation of the total customers served grouped by the report type you selected.
Service Statistics
This report returns statistics relevant to interactions, services and ratings associated with tickets.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
The Report Type drop-down menu gives you the following options:
1. Interactions
This displays the total number of tickets associated with the list of interactions shown.
2. Services
This displays the total number of tickets associated with the list of services shown.
3. Service Avg Rating
This displays an average percentage value grouped by the list of services shown, which is obtained from customers when they make use of the service rating application
to input their ticket number and rate the service they received.
Once you have made your selection and clicked on the Search button, you will see tabular data on the left-hand side representing the report type you selected.
Click on the Export Excel button to download a spreadsheet of your report.
On the right-hand side you will see a graph representation of the report type you selected.
Consultant Report
This report displays a summary of information pertaining to consultants who serve tickets.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
Click on the Get Results button to view your report.
Click on the Export Excel button to download a spreadsheet of your report.
The following information is shown per consultant:
1. Username
2. Name
3. Surname
4. Customers Served
5. Average Serve Time
6. Minimum Serve Time
7. Maximum Serve Time
8. Average Rating
This is obtained from customers who make use of the service rating application to input their ticket number and rate the service they received.
Interactions Report
This report displays a summary of information pertaining to interactions associated with served tickets.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
Click on the Get Results button to view your report.
Click on the Export Excel button to download a spreadsheet of your report.
The following information is shown per interaction associated with served tickets:
1. Category
2. Description
3. Total (tickets)
4. Average Serve Time
5. Minimum Serve Time
6. Maximum Serve Time
Queue Data
This report displays information pertaining to each ticket listed relating to the report criteria you select.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
Click on the Get Results button to view your report.
Click on the Export Excel button to download a spreadsheet of your report.
The following information is shown per ticket listed:
1. ID
The ticket ID stored in the database.
2. Service
The service associated with the ticket
3. Date
The date the ticket was created
4. Serve Time
The total time taken to serve the ticket
5. Start Time
The time serving the ticket began
6. End Time
The time serving the ticket ended
7. User
The user who served the ticket
8. Rating
This percentage value is obtained from customers who make use of the service rating application to input their ticket number and rate the service they received.