Statistics

Statistics group reports on tickets as well as reports coming from plugins.

Reports can be parameterized on a given time slot.

Reports on tickets

Global

Display general statistics on tickets:

• Number of opened , solved, late and closed tickets;

• Average time of processing, resolution, closure and real duration;

• Number of satisfaction surveys, opened or answered;

• Average satisfaction.

By ticket:

Display statistics on tickets items, selected via a dropdown (requester, assigned technician, impact...).

Table shows following items in four groups:

• Number of opened , solved, late and closed tickets;

• Number of opened satisfaction surveys, number of answers and average satisfaction;

• Average Take into account time (duration between ticket opening and first action on ticket, follow-up, task or solution), resolution time or closure time;

• Real ticket duration, average and total (real duration of allocated technician time for actions relevant for the ticket).

By hardware characteristics

Displays statistics on computer items defined in associated items of a ticket (for example, model, operating system, motherboard...)

The table groups the same numbers as defined in statistics by tickets.

For these two types of reports, the button located on each result line allows to display the statistics as a graphic.

By hardware

Display number of tickets assigned to each hardware, sorted by number of tickets.

The option See graphics, when available, allows to display result as a pie chart.

When statistics are done on a tree structured item (groups or categories for example), two presentations are available:

• Normal: all values are displayed

• Tree: only values at same level are displayed, taking into account the tickets attached to child elements. It is possible to navigate into values tree.