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 button:
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.
The upper part of this box contains the following table:
The diagram of e-mails is displayed next. It shows the number of incoming and outgoing messages for the selected organization.
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.
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.
The "Requests" box contains three diagrams:
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
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
This box contains the diagram of distribution of rates given by the selected organization to the chat dialogs.