Report constructor is one of the DaoDesk's reports that allows you to build reports on various parameters to analyze the work of the support service. The principle of the analytics tool is very simple: select the entity for which you want to get information (employees, customers, departments, companies), and then use filters to limit the data upload:
Available options:
- depending on the selected entity, you can display information only for specific departments/customers/assignees/employees;
- status - only requests with the specified status will be included in the report;
- type - only requests with the specified type will be included in the report;
- KPI - (key performance indicator).
- period for which you are interested in obtaining information;
- date from:
- creation - means that the report will include only those requests that were created during the specified period of time;
- creation and closing - means that the report will include only those requests that were created or closed during the specified period of time;
- modifications - the report shall include only those requests where the last modification was made during the specified period of time;
- closures - the report will include only those requests that were closed during the specified period of time, regardless of when they were created.
- request labels - only the requests with the specified labels will be included in the report;
- individual (custom) fields of requests with the Text field, Drop-down list, Checkbox and Date types.
Once the report is generated, the result will be displayed at the bottom as a table, which can be exported to .xml or .csv files and printed:
You can hide or display columns in the table by pressing the “Columns management” button, and to the right is the search button - you can use it to filter data. The table itself displays the following information: the entity selected in the settings (employees, clients, departments, companies), the total number of requests, the number of requests in each status, the average time of the first response and request fulfillment, as well as the average time of the first response and request fulfillment according to SLA.
SLA time is calculated as follows: for example, a request came at 8:00 in the morning, the working day in the system is set from 9:00, and an employee will answer at 9:15, then the SLA response time will be 15 minutes (9:00 + 15 minutes), because it is the working time that is taken into account, and the usual time of the first response will be 1 hour and 15 minutes (8:00 + 1:15). Thus, the time according to SLA will be more objective and fair.
Working time in the system is set in the “SLA plans” section: