Reporting

[o0MattE0o]

Is there a way to have a more informative reporting....

for example the ammount of replys some one makes is not very helpfull but the ammount of tickets created and the ammount of tickets closed are far greater help

Is this easy to change the reply graph to show the ammount of tickets closed?

[pyrocam]

I would LOVE to see some graphs and data on 'average time to close' on tickets.

Also, would be great to be able to pinpoint a date range instead of only being able to go back X days

[o0MattE0o]

Most of our tickets a closed on the first reply becuase we are in house we dont keep vollyballing replys around so the point of how meany replys a agent has made is compleatly none relivent I cant see why we have created tickets but not closed tickets????

A company could get 100 tickets per agent every week but how can you see performance if you dont know how meany of them 100 tickets are closed?

One person could have 100 tickets with 90 close and anouther could have 50 tickets but only 5 closed... so currently how do you tell witch agent is better?????


I dont mind pulling data from else where becuase atm Im using workspaces and worklists to do my reporting.

For example.
Open Tickets (worklist)
Filters
Closed = 0
Last Worker in Name, Name

Close Tickets (worklist)
Filters
Closed = 1
Last Worker in Name, Name

I also in the Columns: I have Created, Updated, Closed showing so I can see the avarge time it takes to close but a graph would be nicer.

[joegeck]

Just to let you know these suggestions haven't fallen on deaf ears. I attempted to edit down all the ideas in this thread and append them to the ongoing feature request for Improved Reports. If and when any changes start happening to the stable branch of Cerb4 in regards to this, you'll be notified here first:

http://www.wgmdev.com/jira/browse/CHD-397

[pyrocam]

GASP! holy reporting options batman!

Thoroughly happy with the reports and reporting options. good work!