connectsmart summary report · connectsmart summary report tuesday, may 12, 2015 page 1 of 6....
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Page 1EXECUTIVE SUMMARY REPORT - NEW TICKETS
Organization SLA Snapshot
This is the average time from ticket creation to being placed in a status flagged as responded.
50
Average Response Time
This is the average time from ticket creation to being placed in a status flagged as resolved.
This is the average time from ticket creation to being placed in a status flagged as we have a resolution plan.
36
Average Resolution Time
448
Average Resplan Time
ConnectSMART Summary Report
Page 1 of 6Tuesday, May 12, 2015
Page 2EXECUTIVE SUMMARY REPORT - NEW TICKETS
Origination of Tickets
Displays the top 10 most frequent submitters of service requests.
This displays an aggregate who our support personal spend the most time with.
The number of incoming tickets distributed by source.
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Page 3EXECUTIVE SUMMARY REPORT - NEW TICKETS
Ticket Trends by Week
This metric shows the number of tickets by week to help you identify trends and volume.
Displays your average weekly ticket volume by time of day.
Ticket Trends by Day
This metric shows the number of tickets by day to help you identify trends and volume.
Displays your average daily ticket volume by morning, afternoon, evening and night.
Displays your average daily ticket volume per time of day. Displays the hours in a week tickets are most likely to be created.
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Page 4EXECUTIVE SUMMARY REPORT - NEW TICKETS
Ticket Trends by Week
A distribution of your tickets in a current status.
This metric indicates the relationship between your tickets and impact to business. Low priority tickets indicates healthy service team operations.
Aides you in spotting support trends by week.
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Page 5EXECUTIVE SUMMARY REPORT - NEW TICKETS
This is a breakdown of all your tickets by service type.
This is a breakdown of all your tickets by service sub-type.
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Page 6EXECUTIVE SUMMARY REPORT - NEW TICKETS
Ticket Trends by Week
Displays volume of open and closed tickets grouped by day.
Displays volume of open and closed tickets grouped by week.
This shows if our service delivery is keeping up with your needs. Are more tickets being created than closed?
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