Forum Discussion

Bcshay's avatar
Bcshay
Active Contributor
9 years ago

Reports and Queues

How can I report on first response times? I am looking to see the average time or times it takes for a User to respond to a Customer Incident. Does not appear there is anyway to do this unless you guys have some sneaky way.
How can I report on resolutions times? I am looking to see the average time or times it takes to resolve Incidents.

These metrics would be very helpful as I am compiling a KPI report of our IT Service Desk for the CIO's 2015 state of the union address.

I guess what I could do is look at say exporting some CVS(s) and try using Excel to work with that data.
Question
  • Bcshay's avatar
    Bcshay
    Active Contributor
    9 years ago
    Looks like the CSV export includes columns for occurred at, resolved at, and initial_reponse_at, so I will be able to calculate averages using Excel. But if there is a way to report on these metrics in Service Desk please let me know.
  • Daedalus1's avatar
    Daedalus1
    New Member
    9 years ago
    Even some of the reports that GTA produces itself aren't always accurate and there is no way to amend the criteria for these. I have asked. It is easier and more likely to be accurate if you do a data dump into excel and put your own calculations in. That's what I've resorted to doing!
  • Bcshay's avatar
    Bcshay
    Active Contributor
    9 years ago
    Thanks Daedalus. Reporting is something that needs improvement; especially for those running IT Service Desk's internally. I am also finding exporting is the best way to analyze the data.