This guide helps you track resolution times, cancellations, and workloads for user-raised issues in RICOH Spaces.
Note: Access to some features depends on your role. Contact your system administrator for details.
Accessing the SLA Monitoring Report
Find the "Resolution Time and Admin Statistics" report in the insights module of RICOH Spaces.
SLA Monitoring Report Features
This report provides insights into:
Issue resolution times
Issue cancellations
Assignee performance
Admins can use this data to identify bottlenecks and improve efficiency.
Key Features
You can:
View issues by resolution time, closure status, and assignee
Apply filters for date, category, and status
Review historical data over different periods
Top Menu Options
Date Filter: Defaults to "Last 7 Days," customisable.
Location Group Filter: View issues grouped by regions.
Location Filter: Filter issues by specific locations.
Space Type and Space Name: Filter by space type and name.
Admin Name: Filter by specific admins.
Status: Filter by issue status.
Category: Filter by issue category.
Priority: Filter by priority level.
Export: Export data as CSV or Excel.
Time to Resolve
Time to Resolve
Closed Issues: Number of resolved issues.
Longest Resolution Time: Maximum time taken to resolve an issue.
Average Resolution Time: Average time taken to resolve issues.
Average Age of Open Issues: How long open issues remain unresolved.
Days to Resolve
Days to Resolve by Category: Breakdown by issue category.
Days to Resolve by Priority: Breakdown by priority level.
Cancelled issues
Total Cancelled Issues and Cancellation Rate: Number of cancelled issues.
Average Time to Cancel: Time from submission to cancellation.
Reopened Issues: Number of issues reopened after being resolved.
Assigned Issues
Submitted Issues: Issues submitted during the selected period.
Opened or Closed Issues: Open or resolved issues.
Average Resolution Time: Average time to resolve open issues.
Status Breakdown by Assignee: Issue statuses by assignee.
Issue List: Issue summaries for the selected time frame.
Status Breakdown by Assignee:
Issue List:
Note: All data collected from the SLA Monitoring report feeds into the performance insights, helping improve decision-making and team efficiency.