Report Reporting Package

Dani Gulledge

I would like to purchase a Jira Reporting Package that allows me to look at the stats of my Service Desk.  I need agent reporting as well as overall departmental performance for my Service Desk.  I need to know:

Cost per contact

Customer Satisfaction

Agent Utilization

Track and Trend performance overall

Benchmark performance vs. industry peers

Identify strengths and weakness in the Service Desk

Diagnose and understand the underlying drivers of performance gaps

Prescribe performance goals for both individuals and the Service Desk overall.  

Can you send me the package that I need to purchase or give me guidence?

 

Please advise, 

Dani 

Walter Buggenhout

Hi @Dani Gulledge,

Although it goes back to about a year ago, I recently found this Community article about evaluating BI tools in cloud. I think it may be a good starting point to consider your options.

As new (reporting) apps arrive on a regular basis, do take a look in the Atlassian Marketplace to dive into more recent additions. This selection of BI reporting related tools may be a good starting point there.