There are several reports that focus on data over time. The goal is to provide a comprehensive overview of your teams performance as it relates to service times and bottlenecks. You will find these reports are key to understanding your team’s performance averages and trends over time.
This report allows service desk managers to gain visibility into the trends of service statistics over time. By gaining a better understanding of whether a certain assignee or service process is decreasing, maintaining, or improving in their level of efficiency, a manager can determine relevant actions to take to improve process and individual efficiency based off the data presented in this report.
Service Statistics Breakdown
This report allows you to view average time statistics, based on the built in Service Monitor. Gain insight into:
- Average Resolution Time
- First Response
- First Assignment
Closure time and more
This information can be used to answer questions such as:
- Where are my bottlenecks?
- Which agent has the fastest average time to resolution?
- Which category has the slowest time to receive a response?
- Do higher priority incidents have better resolution times?
These reports (available in the Enterprise and Professional packages) provide advanced analytics that allow you to accurately monitor agent's KPIs. We focus on the actual time incidents spend in different states or assigned to a specific agent. (while excluding factors outside of the agent's control).
To assist in recognizing your service desk's efficiency, bottlenecks and workload balance, these reports provide visibility into:
- The average time an Incident is in a specific State (New, Assigned, Awaiting Inout etc.) - The output can be provided by elapsed time and/or business hours.
- The average time an Incident exists per assignee - The output can be provided by elapsed time and/or business hours.
The statistics polled in this report take into account not only the last assignee/state, but all the assignees/states that were part of the ticket lifecycle, giving you a more genuine and holistic metrics.
Maximizing the data from these reports:
Consider the following questions:
- Does the average time agents spend on tickets increases of decreases over the weeks?
- Does the average time tickets spend in "waiting for assignment" state, increases or decreases over the weeks?
What is the average time spent per assignee, or per state, on tickets that were resolved during the last 7 days?
Does the average time I spend on tickets increases of decreases over the last 4 weeks?
Does the average time tickets spend in “waiting for assignment” state, increases or decreases over the last few weeks?
What Differentiates Advanced Service Statistics Over Time from Advanced Service Statistics Breakdown Reports?
Advanced Service Statistics Over Time
A review of the past 30 days shows that your external service providers create a bottleneck in your delivery process. As a result, you implement new forms in the portal to facilitate their service request workflows and reinforce their SLA.
Over time, you begin seeing a positive trend in the average time incidents spend in the "External Service Providers" state. Simultaneously, the gray line reflects a decreasing trend in the number of incidents that included this state.
This report is clickable, providing you with a table view of all the incidents relevant to each bar.
Advanced Service Statistics Breakdown
The image below reflects the average time it took agents to process tickets over the last 7 days.
- Jessica's average processing time was x4 greater than Sandy's (the agent with the second-highest average time).
It is also significantly slower than the rest of the team.
This calls for further investigation:
By clicking on Jessica's bar, you can view a table of all the incidents included in this bar and learn more about the cause for longer processing times.
The yellow triangle marks the total number of resolved incidents assigned to each user during the selected timeframe.
The faster agents process incidents, the more incidents they can resolve during a given time.
Upon further review of the report above, David shows the lowest average processing time and highest incident count. Looking into David's performance can provide you with some valuable tips regarding how to improve your overall process.
Before we proceed, let's review an example of the lifecycle of the incident by state and provide visibility into each state's net processing time.
The yellow triangle marker shows you the frequency of each state.
The view above allows you to discover possible bottlenecks (such as “External Service Providers”), click on the relevant bar you want to investigate further and determine how you can improve the state's processing times.
Factors to consider
- The reports are clickable: Therefore the user can click on the bar or go to a table view and see all the incidents that were incorporated into this average analysis.
- The Advance Service Statistics reports (Over Time and Breakdown), are only available in the Enterprise and Professional packages. There is no change with the existing reports permissions.
- The yellow triangle reflects the number of incidents in the report defining the average.
Advanced Service Statistics reports factor ONLY resolved incidents within the defined date range. Any incidents that have been opened and are not yet resolved will not appear in these reports.
Understanding your Data
After review of the reports above, we want to provide a deeper understanding of how to filter and customize your reports to best meet your needs.
Filtering the Data
All reports can be filtered to show the specific data you would like to analyze.
- and endless custom filters you customize to meet your dynamic needs.
This data can assist you when reviewing your team's performance, you will find answers to questions such as:
- Did my team service KPIs improve or drop over the past week compared to previous weeks?
- Was I able to decrease my team's average resolution time or the age of the incidents I still have in the queue?
Create your Report
To view this data, simply click on the Title and wait as the gears build your report.
As every organization is dynamic, and every team has to focus on unique factors, the ability to customize your report to analyze the specific data you are looking for provides immeasurable aid to identifying what works vs. challenges in your teams productivity.
As a manager, it is important to analyze which processes are working vs. areas needing improvement within your team. With filtering and customization, you can obtain all the information you need to maximize workflow processes and individual team member efficiency.
Review the filter options below to better understand the analytics at your finger tips:
Each report reflects only the tickets that meet all the defined parameters, Resolution, Statistic Type and Date Range. For example: When you are looking at Average time to closure, only tickets that also meet the Resolution and Date Range parameters defined will be displayed.
- Resolution - To define the time frame you would like reflected in the report, click to select from the dropdown menu.
- Date Range - It is imperative to understand that the 'Date Range' selected affects each of the reports described below. By selecting a specific date range, you are determining the time period the report data will reflect. For example: In the first report described, Average time to assignment, the 'Date Range' of the report determines the time period the report focuses on and how many tickets were first assigned. Please review each report description to understand how the 'Date Range' statistic is calculated.
- Statistics Type -
- Average time to assignment - The average length of time lapse prior to when a ticket is first assigned. Prior to ticket assignment, no actions are being taken to resolve.
- Average time to first response (elapsed time) - While viewing time elapsed statistics, you must consider factors such as tickets that were created during business hours vs. non-business hours. This report reflects the overall time that has lapsed since ticket creation and when the requester is responded to for the first time.
- Average time to first response (business hours) - Similar to the report above, this report focuses on how long it takes for the requester to receive their first response. While viewing this statistic, the report takes defined business hours into consideration, therefore if a ticket was created Friday night, the time to assigned only begins to be calculated Monday morning at the start of the business support hours.
- Average time to resolution (elapsed time) - This will help you analyze the average time your team, individuals, or any selected category in the 'grouped by' field takes to resolve a ticket. That is, since the ticket was created, may have been reassinged if needed and then resolved, what were the total number of hours that have elapsed.
- Average time to resolution (business hours) - Similar to the report above, this report reflect the average amount of time it takes to resolve a ticket however the counter does not begin until regular defined business support hours. Therefore, if no one is making progress on the ticket over the weekend, the business hour SLA will not be affected.
- Average time to closure - The report reviews the average amount of time relevant tickets* are in the system from creation until closure *(relevant tickets are based off the customization you select in the editable fields). Keep in mind, that resolution is not the same as closure. Once a ticket is resolved, depending on protocol set by your administrator, you may have to manually close the ticket or admin can define that if a resolved ticket has no new comments in 7 days it is automatically updated to a Closed state.
- Sum of time tracking - The report describes the total amount of hours that were manually reported in the 'time track' field. This is available in multiple modules such as: Incidents, Changes, Problems etc.
Average age of open incidents - This report will reflect the average age of all open tickets that existed in the 'date range' parameters selected. From here you can deduce on average, how many tickets are being worked on, at any given time.
It is imperative to differentiate between elapsed time and business hours to accurately assess SLAs.
Notice the 3 buttons on the upper right corner of your screen.
Toggle between bar and line graph views - Both views include additional information when you hover over the bars/lines in the graphs.
To save your customized report
Allows you to export this report to PDF or return to the Table view (leads you directly to the Incidents Index Screen)
As you see, there is much that can be ascertained from the data in the Service Monitor Statistics Over Time report.