Skip to main content

Resolution Time & Admin Statistics Report

Theodora Astepho avatar
Written by Theodora Astepho
Updated yesterday

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

  • 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

  • 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.

Assigned Issues

  • Submitted Issues

    Issues submitted during the selected period.

  • Opened Issues

    Issues that are currently open.

  • Closed Issues

Number of issues that have been marked as closed.

  • Average Resolution Time

    Average time to resolve open issues.

  • Status Breakdown by Assignee

    Issue statuses by assignee.

Issue List

  • Issues List

Full list of issues and details related to them.

Did this answer your question?