Custom reports can be very helpful to managers that wish to obtain data about the productivity of their agents. In this article, we’ll take a look at using the Report Writer to create a custom summary report. It’s important to note that the methods outlined here are not the only way of displaying or getting report data. Feel free to use the steps in this tutorial to create your own custom reports with the fields and information that matter to you.
If you are not familiar with the Report Writer, you may find it helpful to take a look at the article About Report Writer for some background information. If you are familiar with the Report Writer, then please feel free to read on.
Here are a few examples of custom reports that could be valuable to track the productivity of agent users.
Report on the number of issues assigned to agents last month
The purpose of this report will be to look at the number of issues assigned to each agent last month. Note, this report will show who was most recently assigned to an issue if that issue moved through multiple assignments. This is valuable information when assessing the performance of agent users.
To build this report, we must select and organize the data in Report Writer.
Steps:
- Navigate to Reporting > Custom Reports on the lefthand menu.
- Click New Report to create a new report.
- Name your report something descriptive so that you can easily find it again.
- Choose the dataset Issues from the data sets drop-down menu. (This may be a different name if you have renamed the issue field).
- Drag the available fields Issue Number and Assigned To over to the Selected Fields column.
- Click Next.
- Set your filtering:
- Choose Assigned On from the first Filter dropdown and set the Condition (second dropdown) to Last Month (or any time frame you want to report on). Click Add.
- Choose Assigned To from the Filter dropdown and set the Condition (second dropdown) to IN.
- Click the magnifying glass next to the Field Value and a pop-up box with the users will be presented.
- From the Select Assigned To pop-up window, you can choose multiple agent users that you want to report on by holding down the Ctrl button when selecting users. You can also manually fill out the Field Value by separating the user display names with semicolons
Example:
Lily Braun;Piotr Bridges;Gene Guzman
Once the agent display names are populated in the Field Value, click Add.
- In the Sorting and Grouping section, choose the Assigned To field from the dropdown list, then click Add.
- Check Group By.
- Uncheck Header.
- In the Defaults and Formatting section, check Suppress Report Details.
- For the Issue Number Column Name, choose Count from the Subtotal dropdown.
- Click Save & Run.
The displayed report should show a concise count of issues and the agent that they were assigned to. Managers can use this report to monitor the productivity of agent users in the Issuetrak system.
Report of number of labor hours per agent last month
The purpose of this report will be to look at the number of labor hours each agent recorded last month. This report can only display labor hours if the users adding the notes are recording Labor Hours. This is valuable information when assessing the performance of agent users.
Steps:
- Navigate to Reporting > Custom Reports on the lefthand menu.
- Click New Report.
- Name your report something descriptive so that you can easily find it again.
- Choose the dataset Issues/Notes from the data sets drop-down menu. (This may be a different name if you have renamed the issue field.)
- Drag the available fields Note Created By and Note Labor Hours over to the Selected Fields column.
- Click Next.
- Set your filtering:
- Choose Note Created On from the first Filter dropdown and set the Condition to Last Month (or any time frame you want to report on). Click Add.
- In the Sorting and Grouping section, choose the Note Created By field from the dropdown list, then click Add.
- Check Group By.
- Uncheck Header.
- In the Defaults and Formatting section, check Suppress Report Details.
- For the Note Labor Hours Column Name, choose Sum from the Subtotal dropdown.
- Click Save & Run.
The displayed report should show a concise total of labor hours and the users that entered labor hours. Managers can use this report to monitor the productivity of agent users in the Issuetrak system.
Report on the number of issues closed per agent last month
The purpose of this report will be to look at the number of issues closed per agent last month. This is valuable information when assessing the performance of agent users.
Steps:
- Navigate to Reporting > Custom Reports on the lefthand menu.
- Click New Report.
- Name your report something descriptive so that you can easily find it again.
- Choose the dataset Issues from the data sets drop-down menu. (This may be a different name if you have renamed the issue field.)
- Drag the available fields Issue Number and Closed By over to the Selected Fields column.
- Click Next.
- Set your filtering:
- Choose Closed On from the first Filter dropdown and set the Condition (second dropdown) to Last Month (or any time frame you want to report on). Click Add.
- Choose Closed By from the first Filter dropdown and set the Condition (second dropdown) to IN.
- Click the magnifying glass next to the Field Value and a pop-up box with the users will be presented.
- From the Select Closed By pop-up window, you can choose multiple agent users that you want to report on by holding down the Ctrl button when selecting users. You can also manually fill out the Field Value by separating the user display names with semicolons.
Example:
Lily Braun;Piotr Bridges;Gene Guzman
Once the agent display names are populated in the Field Value, click Add.
- In the Sorting and Grouping section, choose the Closed By field from the dropdown list, then click Add.
- Check Group By.
- Uncheck Header.
- In the Defaults and Formatting section, check Suppress Report Details.
- For the Issue Number Column Name, choose Count from the Subtotal dropdown.
- For the Note Labor Hours Column Name, choose Sum from the Subtotal dropdown.
- Click Save & Run.
The displayed report should show a concise count of issues closed per agent last month. Managers can use this report to monitor the productivity of agent users in the Issuetrak system.
Reports can be configured to send out automatically by utilizing the Scheduled Reports feature in Issuetrak. For more information on Scheduled Reports, please reference the following article about Scheduled Reports.
Closing Thoughts
If you would like the assistance of our product experts in creating a custom report that fits your company's unique needs, please do not hesitate to contact us with any questions.
