Turn-around
Time reports allow you to measure how long Issues have remained
in a particular status or how long it takes to get from one status to
another.
The options for report output are:
HTML—Display report
as HTML in a browser window.
Graphical—Create chart
images (JPEG files) that can be printed or saved to disk and imported
into another program.
Export—Create a text
file which can be read by spreadsheets and other programs.
The reports
available are:
Average
Time Spent in a Particular Status
Average
Time to from Status A to Status B
Average
Time Spent in Each Status
For each Turn-around
Time report, you can chose to report by:
Agent
Team—Note that this
option appears only if teams have been defined for your Workspace.
Time Period
After you have selected one of the Turn-around Time reports
and specified which information to gather, click GO.
Different options are available for these reports. The
options are explained below for each type of Turn-around Time report.
Average Time Spent in a Particular Status
Status—Select the
status to report on.
Use
Work Schedule in Time Calculations—Check
this box if you want to include only time spent during regular work hours,
as defined in the Workspace Work Schedule.
Include
Issues—Define
the date range for searching:
Created
or Edited—Specify
exact dates to search on in the specified period. Enter
the date or dates to search on. Click the calendar icon to display a searchable
calendar.
On—Specify a particular
date (leave second date blank).
Note
When "on" a single date is chosen, and you are
reporting by month, the report contains Issues for the month that date
is in. If
"on" a single date is chosen, and you are reporting by week,
the report contains Issues for the week the date is in.
Before—Issues that
were created/last edited before the specified date are returned (leave
second date blank).
After—Issues that
were created/edited after the specified date are returned (leave second
date blank).
Between—Returns Issues
created/last edited between the specified dates (use both date fields).
Relative—Select this
to search by relative date, allowing you to create a search or report,
for example, that returns Issues for the last month. Select
a number from the first drop-down (1-31) and select the period from the
second drop-down (Day,
Week,
Month,
or Year).
Range—Select this
to search by a particular time period, e.g., yesterday, last Sunday, etc.
Average Time to go from Status A to Status B
Starting
Status—Select
the starting status.
Ending
Status—Select
the ending status.
Use
Work Schedule in Time Calculations—Check
this box if you want to include only time spent during regular work hours,
as defined in the Workspace Work Schedule.
Include
Issues—Define
the date range for searching:
Created
or Edited—Specify
exact dates to search on in the period specified:
On—Specify a particular
date (leave second date blank).
Note
When "on" a single date is chosen, and you are
reporting by month, the report contains Issues for the month that date
is in. If
"on" a single date is chosen, and you are reporting by week,
the report contains Issues for the week the date is in.
Before—Issues that
were created/last edited before the specified date are returned (leave
second date blank).
After—Issues that
were created/edited after the specified date are returned (leave second
date blank).
Between—Returns Issues
created/last edited between the specified dates (use both date fields).
Dates—Enter the date
or dates to search on. Click the calendar icon to display a searchable calendar.
Relative—Select this
to search by relative date, allowing you to create a search or report,
for example, that returns Issues for the last month. Select
a number from the first drop-down (1-31) and select the period from the
second drop-down (Day,
Week,
Month,
or Year).
Average Time Spent in Each Status
Use
Work Schedule in Time Calculations—Check
this box if you want to include only time spent during regular work hours,
as defined in the Workspace Work Schedule.
Include
Issues—Define
the date range for searching:
Created
or Edited—Specify
exact dates to search on in the period specified:
On—Specify a particular
date (leave second date blank).
Note
When "on" a single date is chosen, and you are
reporting by month, the report contains Issues for the month that date
is in. If
"on" a single date is chosen, and you are reporting by week,
the report contains Issues for the week the date is in.
Before—Issues that
were created/last edited before the specified date are returned (leave
second date blank).
After—Issues that
were created/edited after the specified date are returned (leave second
date blank).
Between—Returns Issues
created/last edited between the specified dates (use both date fields).
Dates—Enter the date
or dates to search on. Click the calendar icon to display a searchable calendar.
Relative—Select this
to search by relative date, allowing you to create a search or report,
for example, that returns Issues for the last month. Select
a number from the first drop-down (1-31) and select the period from the
second drop-down (Day,
Week,
Month,
or Year).