Monitoring my Support Staff

[garethedmondson]

Just before I get stuck into the documentation (which I guess I should do before asking questions) - here's a quick one.

As a manager of support staff am I able to print out a report of the work my support staff have compelted - together with times and other various stats?

We will be implementing performance management and want support staff to hit targets.

Any advice on this would be excellent.

Many thanks

GJE

[Jamie Edwards]

Hi there,

Yes you are. The following ticket reports are available;

Work summary - details an hour-by-hour log of actions done specified staff users across a certain time range.
Department summary - a department level summary of numbers of tickets of certain statuses across a time range.
Response time report - as per the name, also sumarising time worked on each tickets (if recorded by staff users), average response time and time to resolution.
Service level report - an overview of tickets and their performance with respect to their coresponding SLA plan.