Authored by Clive Trott
Brief overview of the reporting views
The following is a brief overview of the reporting views available:
Ticket Dashboard – Dispatch: this is the main ticket report. The report contains multiple views to allow users to manage active tickets, review ticket volumes and resources assigned to tickets, see resolution rates and volumes. This report would be used by a Manager, Team Leader or Dispatch staff to assist with the management of the active ticket base.
Ticket Dashboard – Ticket Owner: replica of the Dispatch report with the Resource value replaced by the Ticket Owner.
Ticket Dashboard – Dispatch (Active): single view report on active tickets. Can be used to display on a screen for users to view.
Ticket Dashboard – Dispatch (Active Details): single view report on active tickets with more information displayed than the Active view. Can be used to display on a screen for users to view.
Ticket Dashboard – Dispatch (Assigned): single view report on resources assigned to tickets. Can be used to display on a screen for users to view.
Ticket Dashboard – Dispatch (Latest Updates): single view report showing ticket data for when tickets were last updated during the day. Also shows data for resource last update on tickets. Can be used to display on a screen for users to view.
Ticket Dashboard – Dispatch (New Today): single view report on new tickets received in the current day. Can be used to display on a screen for users to view.
Ticket Dashboard – Dispatch (Resolved): single view report on resolved tickets. Can be used to display on a screen for users to view.
Ticket Dashboard – Dispatch (Resolved Today): single view report on resolved tickets with more information displayed than the Resolved view. Can be used to display on a screen for users to view.