Reports on Organization

For each organization you can view a number of individual reports. To do it, go to viewing of an organization and select the "Report" tab.

The reports are divided into several parts, each of which can be hidden using the Hide button:

General information

Service Level Agreement

Managers

Requests

Rates

The reports can be either drawn for the entire period and for the last year. To switch between these modes, select the corresponding item in the "Period" field located in the upper part of the tab.

General Information

General Information

The upper part of this box contains the following table:

 

Quantity

Time

Requests

Number of requests received from the selected organization (percentage of the total amount of appeals).

Time spent on processing requests from the selected organization (percentage of the total amount of time spent).

Chats

Numbers of chats with the selected organization (percentage of the total number of appeals).

Time spent on chats with the selected organization (percentage of the total amount of time spent).

The diagram of e-mails is displayed next. It shows the number of incoming and outgoing messages for the selected organization.

Service Level Agreement

Service Level Agreement

This box contains information about complying with the SLA specified for the organization. The current value of SLA is displayed in the heading of the diagram — "The maximum response time".

Average Response Time

This diagram displays the average and maximum time of giving answers to requests and dialogs after receiving them. If there is no violation of SLA, bars have the green color, if there is, then they are colored in red.

Number of Violations of SLA

This report displays the number of violations of SLA at processing of requests and dialogs. For example, if the SLA of an organization is 4 hours then a requests or chat should be answered within 4 hours. Absence of an answer is considered as a violation.

Managers

Managers

The diagram of this box displays the distribution of requests, chats and mails between the employees. Employee's assigned and personal requests, chats and e-mail as well as the ones where they left a comment are counted in this report.

Requests

The "Requests" box contains three diagrams:

Number of Expired Requests by Groups

Number of Expired Requests by Groups

This diagram displays the distribution of all requests bound to the organization between service groups. The requests here are also divided into the ones completed on time (the blue bars) and expired (the red bars).

Distribution of Request Statuses by Time

Distribution of Request Statuses by Time

Depending on a period, chosen in the upper part of the tab, the distribution of requests statuses is displayed here by years or months.

Number of Unprocessed Requests by Groups and Categories

Number of Unprocessed Requests by Groups and Categories

This diagram displays the distribution of requests of the organization by service groups and categories in them.

Rates

Distribution of Dialog Rates

This box contains the diagram of distribution of rates given by the selected organization to the chat dialogs.