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Matrix42 Self-Service Help Center

Reporting Key Data in Service Desk

Matrix42 Service Desk provides a series of reports to help you see the current state of your service desk.
To generate the reports, click Reports either in the navigation area. You can generate the following reports:

  • Average Ticket Runtime: Analysis of time that is needed to process the tickets before they are closed.
  • Closed Problems / Created Incidents: Analysis of impact that the closed problems have on the number of newly created incidents.
  • Customer Satisfaction - Incidents: Analysis of end user satisfaction regarding the quality of incident processing.
  • Customer Satisfaction - Knowledge Base: Analysis of end user satisfaction regarding the quality of knowledge base articles.
  • Escalated Tickets: Analysis of escalated tickets by reaction time and solution time for a specific time period.
  • First Shot Rate: Analysis of the ratio of total number of tickets against the number of tickets that were closed with the reason Directly Solved.
  • Overview Ticket List: List of all incidents, problems, and/or changes that are currently being tracked.
  • Service Contract Details: Analysis of fulfillment rates, availabilities and capacities that are related to a specific SLA, OLA, or UC.
  • Service Desk Efficiency: Analysis of efforts and workload that were spent on resolving the tracked tickets.
  • Service Level Fulfillment: Analysis of service levels of all SLAs, OLAs, and/or UCs as well as their fulfillment rates for first shot rate, reaction rate, and solution rate.
  • Ticket Overview: Number of all tickets that are currently being tracked, per category and per responsible person.
  • Ticket Trend: Analysis of the number of incidents, problems, and changes that were created during a specific period.
  • Tickets by Month: Number of incidents, problems, and changes that have been created and closed during a specific month.
  • Tickets by Month List: List of all incidents, problems, or changes that have been created and closed during a specific month.

Average Ticket Runtime

The Average Ticket Runtime report is generated automatically, directly after you click its name. By default, all months and the current year are selected. If it is required, you can change the default values and then click View Report to refresh the data. The following information is displayed:

Average / Total Hours per Month: These diagrams show the average and total amount of hours that was spent on processing of incidents, problems, and/or changes during a month.

report1.png

Closed Problems / Created Incidents

The Closed Problems / Created Incidents report is generated automatically, directly after you click its name. By default, all months and the current year are selected. If it is required, you can change the default values and then click View Report to refresh the data. The following information is displayed:
Summary: These table and diagram show the number of created and closed problems and incidents per each selected month.
Ticket Details: This table shows detailed information about the created and closed problems and incidents, including the ticket status, reason, priority, creation date, spent time, etc.
report2.png

Customer Satisfaction - Incidents

The Customer Satisfaction - Incidents report is generated automatically, directly after you click its name. If it is required, you can change the default values and then click View Report to refresh the data. You can filter the report by the following parameters:

  • Start Month / End Month: Select the first and last months of the period for which you want to analyze customer satisfaction. By default, the previous and current months are selected.
  • Start Year / End Year: Select the first and last years of the period for which you want to analyze customer satisfaction. By default, the current year is selected.
  • Filter (SLA): Limit the report data by specific Service Level Agreement, Operation Level Agreement, or Underpinning Contract parameters.
  • SLA: Select one of the available Service Level Agreements, Operation Level Agreements, and Underpinning Contracts, for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all SLAs, OLAs, or UCs, leave this field blank.
  • Filter (Rating User): Limit the report data by specific rating user parameters.
  • Rating User: Select one of the available service consumers, for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all service consumers, leave this field blank.
  • Category: Select one of the available ticket categories, for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all categories, leave this field blank.
  • Rating: Select one or several available user ratings that you want to display in this report. By default, all available ratings are selected.

The following information is displayed:
Table with summarized information that you entered before generating the report. If you did not change the default values, most of the data of this table remains blank.
Customer satisfaction diagram.
report3.png

Customer Satisfaction - Knowledge Base

The Customer Satisfaction - Knowledge Base report is generated automatically, directly after you click its name. If it is required, you can change the default values and then click View Report to refresh the data. You can filter the report by the following parameters:

  • Start Month / End Month: Select the first and last months of the period for which you want to analyze customer satisfaction. By default, the previous and current months are selected.
  • Start Year / End Year: Select the first and last years of the period for which you want to analyze customer satisfaction. By default, the current year is selected.
  • Filter (Article): Limit the report data by specific article parameters.
  • Article: Select one of the available knowledge base articles, for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all KBAs, leave this field blank.
  • Category: Select one of the available article categories, for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all categories, leave this field blank.
  • Article Type: Select one of the available article types, for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all article types, leave this field blank.
  • Rating: Select one or several available user ratings that you want to display in this report. By default, all available ratings are selected.

The following information is displayed:
Table with summarized information that you entered before generating the report. If you did not change the default values, most of the data of this table remains blank.
Customer satisfaction diagram.
report4.png

Escalated Tickets

The Escalated Tickets report is generated automatically, directly after you click its name. If it is required, you can change the default values and then click View Report to refresh the data. You can filter the report by the following parameters:

  • Start Date / End Date: Define the time period, for which you want to generate the report.
  • Ticket Type: Select the type of the ticket (incident, problem, or change), for which you want to generate the report.

The following information is displayed:
Table with summarized information about the number of escalated incidents, problems, and/or changes.
Table with detailed information about the escalated incidents, problems, and/or changes.
report5.png

For more information about a specific ticket, click the ticket ID in the table.

report6.png

First Shot Rate

The First Shot Rate report is generated automatically, directly after you click its name. By default, all months and the current year are selected. If it is required, you can change the default values and then click View Report to refresh the data. The following information is displayed:

  • All Tickets (Percentage): These table and diagram show the percentage ratio of total number of tickets against the number of tickets that were closed with the reason Directly Solved.
  • All Tickets (Quantity): These table and diagram show the quantitative ratio of total number of tickets against the number of tickets that were closed with the reason Directly Solved.

report7.png

Overview Ticket List

The Overview Ticket List report is generated automatically, directly after you click its name. If it is required, you can change the default values and then click View Report to refresh the data. You can filter the report by the following parameters:

  • Priority: Select the ticket priority (high, middle, or low), for which you want to generate the report. By default, all available priorities are selected.
  • Category: Select one of the available ticket categories, for which you want to generate the report. By default, all available categories are selected.
  • Type: Select the type of the ticket (incident, problem, or change), for which you want to generate the report.
  • Status: Select one of available ticket statuses, for which you want to generate the report. By default, all available statuses are selected.
  • Recipient: Select one of the available ticket requestors, for which you want to generate the report. By default, all available requestors are selected.

The report table will display a complete list of all incidents, problems, and/or changes that are currently being tracked. For more information about a specific ticket, click the ticket ID in the table.
report8.png

Service Contract Details

Before you generate the Service Contract Details report, you should specify the following parameters: SLA/OLA/UC, Month, and Year. You can also use the Filter field to limit the report data by specific parameters. By default, the current month and year are selected. If it is required, change the default values, select an SLA, OLA, or UC, for which you want to generate the report, and then click View Report. As a result, the report will display detailed information about the selected agreement, such as fulfillment rates, availability, capacity, etc.

Service Desk Efficiency

The Service Desk Efficiency report is generated automatically, directly after you click its name. By default, the current year is selected. The report displays the table and diagram with hours and percentage of time and workload that were spent on resolution of the tracked tickets.
report9.png

Service Level Fulfillment

The Service Level Fulfillment report is generated automatically, directly after you click its name. If it is required, you can change the default values and then click View Report to refresh the data. You can filter the report by year, month, and/or agreement type. By default, the current year and month as well as all agreement types are selected.

The report displays a detailed table for each available SLA, OLA, and/or UC, including information about their fulfillment rates. For more information about a specific SLA, OLA, or UC, click its ID in the table. To view the Service Contract Details report for a specific SLA, OLA, or UC, click its ID in the table.
report10.png

Ticket Overview

The Ticket Overview report is generated automatically, directly after you click its name. If it is required, you can change the default values and then click View Report to refresh the data. You can filter the report by ticket priority and status. By default, all priorities and statuses are selected.

The following information is displayed:

  • Incidents / Problems by Category (Top 10): These pie charts show the top 10 categories for which the most incidents and problems were opened, including the number of tickets.
  • Incidents / Problems by Responsible Person: These pie charts show the persons that are responsible for incidents and problems, including the number of tickets.

report11.png

Ticket Trend

The Ticket Trend report is generated automatically, directly after you click its name. If it is required, you can change the default values and then click View Report to refresh the data. You can filter the report by the following parameters:

  • Start Month / End Month: Select the first and last months of the period for which you want to analyze the ticket trend. By default, the previous and current months are selected.
  • Start Year / End Year: Select the first and last years of the period for which you want to analyze the ticket trend. By default, the current year is selected.
  • Filter (SKU Type): Limit the report data by specific parameters regarding the type of the stock keeping unit.
  • SKU Type: Select one of the available stock keeping unit types, for which you want to generate the report. If you want to analyze the ticket trend for all SKU types, leave this field blank.
  • Filter (SKU): Limit the report data by specific SKU parameters.
  • SKU: Select one of the available stock keeping units, for which you want to generate the report. If you want to analyze the ticket trend for all SKUs, leave this field blank.
  • Filter (Asset): Limit the report data by specific asset parameters.
  • Asset: Select one of the available assets, for which you want to generate the report. If you want to analyze the ticket trend for all assets, leave this field blank.
  • Filter (Service): Limit the report data by specific service parameters.
  • Service: Select one of the available services, for which you want to generate the report. If you want to analyze the ticket trend for all services, leave this field blank.
  • Service Type: Select one of the available service types, for which you want to generate the report. If you want to analyze the ticket trend for all service types, leave this field blank.

The following information is displayed:
Table with summarized information that you entered before generating the report. If you did not change the default values, most of the data of this table remains blank.
Diagram showing the number of incidents, problems, and changes that were created during a specific period.
report12.png

Tickets by Month

The Tickets by Month report is generated automatically, directly after you click its name. By default, the current month and year are selected. If it is required, you can change the default values and then click View Report to refresh the data.

The following information is displayed:

  • Created / Closed Tickets: These pie charts show ticket types (incidents, problems, and/or changes) that were opened and closed during the selected month, including the number of tickets.

report13.png

Tickets by Month List

Before you generate the Tickets by Month List report, you should specify the following parameters: Month, Year, and Type. Click View Report to display a table with a complete list of all incidents, problems, or changes that have been created and closed during a specific month. For more information about a specific ticket, click the ticket ID in the table.
report14.png

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