Data Analysis Tab
Overview:
The Data Analysis tab allows you to run and customize Reports, generate Charts and Queries, in order to produce information about the operation and performance of your help desk. The Report Privilege is required to access this tab.
1. Create:
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Query: Select this button to filter and view data for Service Requests and Purchase Requests. Design a query that selects only the data you want to see and sort the data as required. Once created, you can use queries for viewing data, reporting and even export the data to MS Excel for further analysis.
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Custom Reports: The Custom Report Designer gives you the ability to create and modify your own selection criteria (filters) for most of the Standard Reports. Also, custom reports can be used to control grouping, and the appearance of headers and footers. You must have been granted the Report Privilege to use reports.
2. View:
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Charts: Select this button to generate charts for performance data such as Call Volume/Throughput and to identify your main problem areas. There are several chart layouts that you may select from.
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Dashboard: Selecting this button will display a selection of charts (i.e. SLA Response for This Month, Top 5 Categories for This Year, etc.) that provide an instant overview of help desk performance. A user with the Report Privilege can open the Dashboard window.
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Queries: Select this button to select and run your public or private queries. You have the option to select from a wide range of criteria related to your help desk. You can save the results in a variety of formats or open the results in MS Excel.
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My Queries: Select from a list of all your saved custom queries.
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Create New Query: Create a new custom query to extract a list data from HelpSTAR based on custom filter criteria set by you.
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Manage Existing Query: View and updating standard pre-defined queries including queries that have been created and saved using the Query Designer as well as queries that other users have created and saved as "Public".
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Reports: HelpSTAR contains a library of Standard Reports, which allow you to examine the current state of your help desk, measure historical performance and identify trends and weaknesses of your help desk. You must have been granted the Report Privilege to use reports.
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SLA Performance: Two charts can be displayed by selecting this button. The charts show requests in the current month that meet or exceed the SLA Response and Resolution times set for your organization. These charts help you manage your help desk by allowing you to pin point the requests which have exceeded the SLA Response and Resolution time.
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SLA Risk: When this button is selected, two charts are displayed. These charts enable you to determine which active requests are close to exceeding, or have already exceeded, your organization’s Service Level Agreements for Response and Resolution times. These charts will help you determine which requests need to be escalated, and inform you of the efficiency of your help desk.
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Organizational Hierarchy Load: Select this button to quickly view the current workload for each queue in your help desk, including the average time that requests spend in each queue.
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Support Rep Load: Select this button to view the current workload for each support rep in your help desk, including the average time that requests spend in the rep’s service.
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Team Load: Select this button to view the current workload for each team in your help desk, including the average time that requests spend in the team’s service.
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3. Designer:
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Dashboard Designer: Modify the appearance and criteria used to create the charts and graphs in the Dashboard, or remove a chart from the Dashboard. Choose which charts will appear on the Dashboard, and edit their default properties. The Dashboard can display up to six charts (i.e. Throughput for Last Month, Top 5 Categories for This Year, etc.), from a total of fourteen available in the Dashboard Designer.
See Also: