With the Resolution Time & Admin Statistics Report, admins can deep dive into the tracking of issues reported and resolved using SLA data.
We will introduce you to the report, its metrics, so you can you can track resolution times, cancellations, and workloads for user-raised issues.
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.
Filters
Start Date and End Date - Select a start date, when the issue was submitted and an end date, when the issue has been marked as solved.
Location Group - Select a location group.
Location Name - You can add one or more locations, and the report will provide all the data relating to your choice.
Space Type - Filter by Desk, Parking, Meeting Room or Zone.
Space Name - Select one or multiple space/s by their names from the dropdown list.
Admin Name - Filter by specific admins.
Status - Filter by issues' statuses.
Category - Filter by issue categories.
Priority - Filter by issues' priorities.
Metrics
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.
Time to Resolve
Pie chart representing the number of days it took to resolve issues.
Days to Resolve by Category
Breakdown by issue category.
Days to Resolve by Priority
Breakdown by priority level.
Cancelled Issues
Cancelled Issues
Total Cancelled Issues
Number of cancelled issues.
Cancellation Rate
Percentage of cancelled issues.
Average Time to Cancel
Time from submission to cancellation.
Reopened Issues
Number of issues reopened after being resolved.
Issues by cancellation Type
Pie chart representing the cancellation type: the status of the issue when it was cancelled.
Cancelled Issues by Category
The category type of the issue when it was cancelled.