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Service Desk Admin Guide

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Service Desk Admin Panel > Generate Reports > Agent Reports
  • Introduction To Service Desk Module
    • Quick Start
    • Login To The Service Desk Module
  • Service Desk Admin Panel
    • Admin Panel Dashboard
      • View The Dashboard And Export Reports
      • View Alerts & Notifications
    • Service Desk Configuration
      • Company Profile And Support Portal Settings
      • Service Desk System Settings
      • Ticket Settings And Options
      • User Registration Settings
      • Email Settings And Options
      • Access Control Settings
      • Knowledge Base Settings And Options
      • Autoresponder Settings
      • Configure Alerts And Notices
      • Configure Two Factor Authentication
    • Manage Service Desk Components
      • Ticket Categories
      • Ticket Filters
      • Service Level Agreements (SLA)
      • API Keys
      • Client Portal Pages
        • Configure Your Support Center Page
      • Forms
      • Custom Lists
      • View And Manage Asset Types
      • Manage Materials And Expense Items
      • Manage Charging Plans
    • Email Management
      • Setup Your Support Email Addresses
      • Block User Email Addresses
      • Email Templates
      • Test Outgoing Email Settings
    • Manage Time Sheets
    • Manage Staff
      • Staff Members
      • Staff Roles
      • Departments
      • Time Sheet Templates
      • Material Approval
    • Manage Announcements
    • Generate Reports
      • Time Log Reports
      • Ticket Report
      • Asset Reports
      • Service Types Reports
      • Department Ticket Reports
      • Agent Reports
      • Users Reports
      • Resource Appointment Reports
      • Scheduled Reports
    • Finance
      • Generate Cost Reports
      • Manage Contracts
  • Service Desk Staff Panel
    • Staff Panel Dashboard
      • View The Dashboard And Export Reports
      • View Staff Members
      • My Profile
    • Manage Users And Customers
      • Manage Users
      • Manage Customers
    • Manage Tickets
      • Ticket Details
    • Manage Knowledgebase
      • FAQs
      • Manage FAQ Categories
      • Canned Responses
    • Manage Projects
    • Manage Staff Time Sheets
    • Manage Calendars
  • Appendix 1 - Field Types In Custom Forms And Custom Lists
  • Appendix 2 - Ticket Priorities
  • Appendix 3 - How Charging Works In Service Desk
  • About ITarian

Agent Reports


Click 'Admin Panel' > 'Reports' > 'Agents'
  • ‘Agents’ are staff members and admins. Agent reports provide info on the number of tickets that are open, closed, assigned, paused and overdue for each staff member.
  • Report also include information on billable time, time spent per ticket, material costs and billable time.
  • You can generate a report for all staff or for a single staff member. Reports can be exported to PDF and CSV formats.

Create an agents report

  • Open the admin panel (See the last link on the left)
  • Click 'Reports' > 'Agents'
       



      Filter Options
      • Period: The default report period is from the first day of the current month to the current date. You can choose a different period by modifying the dates in the 'From' and 'To' fields.
      • Agent: Choose the staff member on whom you want to generate a report. Leave as 'Select Agent' to generate a report on all staff.
      • Click the 'Go!' button to generate the report for the selected period and filter.



      • Agent: The name of the staff member.
      • Open: Number of tickets assigned to a staff member and in open state.
      • Closed: Number of tickets assigned to the staff member that have been closed.
      • Assigned: Total number of tickets assigned to the staff member.
      • Overdue: Number of tickets assigned to the staff member and not closed within the stipulated time.
      • Paused: Number of tickets paused temporarily by the staff member.
      • All tickets: Total number of tickets assigned to the staff member (sum of open and closed tickets).
      • Billable Time: Time spent on tickets by the staff member which can be charged to the customer.
      • Spent Time: Total time spent resolving tickets for the by the staff member.
      • Materials: The total cost of materials used in tickets worked on by staff members.
      • Billable Time Cost: The total charge for time listed in the 'Billable Time' column.

      Download the Report

      • You can download reports in PDF and CSV formats.
      • Click 'Export to PDF' and/or 'Export to CSV' at the top of the table to obtain reports.


      Scheduled Reports

      • Click the icon  beside 'Scheduled Reports' to schedule a report and configure recipients. See 'Scheduled Reports' for more details.
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