Service Desk: Agent Reports

Martin Jump

I'm struggling to find inbuilt reoprts or examples for breakdown by agents over time periods.

I want to find a provious working week, and maybe previous month, Incidents & Service Requests broken down by agent who resolved.

eg

Week 17 - 2017

John 65 Total (35 I, 30 SR)

Bob 45 Total (25 I, 20 SR)

Jack 10 Total (7 I, 3 SR)

 

Can anyone give me any pointers.

Thanks

Martin

Walter Buggenhout

Hi Martin,

Building reports by agent is not too difficult. The below screenshot is from a default report "Incidents by priority":

To do the same for agents, just select an agent in the Filter By section. Add a series for each agent.

The hard part is when you would like to combine Incidents, Service Requests and other request types in the same report. That is currently not possible unless you would create an awfull lot of series on your report.

So the best way would probably to create a report per request type. If that's not enough, more advanced reporting add-ons like EazyBI can take things to a more advanced level.