Reports
by Brands · 10 things on Twos
- The 4 default reports are:
- Workload (lists the number of requests assigned to your agents)
- Customer Satisfaction (lists the average rating for your team)
- Requests Deflected (lists how many times customers viewed knowledge base articles in the customer portal and found them helpful)
- Requests Resolved (lists the number of requests resolved with and without knowledge base articles).
- Custom reports (which can be edited)
There are many more custom reports that come with JSM out of the box. The following is just a few of them:
- Created vs Resolved (compares the number of requests being created and resolved over time)
- Time To Resolution (shows how long it’s taking to resolve requests)
- SLA Met versus Breached (compares the number of requests that have met or breached a service level agreement (SLA) goal)
- SLA Success Rate (shows how your team is tracking towards their SLA goals)
- Time to resolution series add-ons
- The Requests deflected report shows the number of times your customers viewed a knowledge base article in the portal and indicated it was helpful. → It means user clicks the thumb-up/like button.
- The Requests resolved report shows the number of requests resolved over a certain time period, broken down by resolution method.
- Article views from portal: Number of views for each knowledge base article, independent of how the article was found
Requests resolved with an article: Knowledge base article was linked/shared to the customer before resolution