SLA reporting
Dear Sir/Madam
I am evaluating your product, so far quite impressive.
I have an issue with reporting though:
our clients need us to have reports showing adherence to SLA
We would like to have a reports that:
1. Shows a monthly list of incidents with total time to resolve problem in days/hours
2. Average time to respond (allocate to a support rep) and to resolve or close the problem
3. matching of the closing times with the SLA time, and determining how many incidents were closed to meet SLA and how many not.
4. A column with the full description of the probem (detail field I think) and resolution(s) details (I realise maybe several lines of text)
We would like to also order and graph this information for the client. Would be great to do it directly from the tool, but worse case we can do it in excell.
Could you please indicate what is the best way to have such information from the system
Carlos
I am evaluating your product, so far quite impressive.
I have an issue with reporting though:
our clients need us to have reports showing adherence to SLA
We would like to have a reports that:
1. Shows a monthly list of incidents with total time to resolve problem in days/hours
2. Average time to respond (allocate to a support rep) and to resolve or close the problem
3. matching of the closing times with the SLA time, and determining how many incidents were closed to meet SLA and how many not.
4. A column with the full description of the probem (detail field I think) and resolution(s) details (I realise maybe several lines of text)
We would like to also order and graph this information for the client. Would be great to do it directly from the tool, but worse case we can do it in excell.
Could you please indicate what is the best way to have such information from the system
Carlos