Use Reports to produce lists, summaries and charts from the data in HotH . Reports are accessed from the Reports icon in the menu side-bar.
Clicking the Reports link will show a list of existing report templates. Right click on a report and click ‘Run’ to run the report, simply left-click on a report to ‘Open’ and edit the report, or click the “New Report” button in the top left of the screen to design a brand new report from scratch:
Reports Summary Page
When right clicking on a particular report in the list, the following options appear:
|Run||Generates the highlighted report.|
|Export PDF||Creates a PDF version of the highlighted report.|
|Export CSV||Creates a text file containing comma separated values. You can browse the results.|
|Copy||Creates a report based on a selected report. The new report is added to the list and is initially titled ‘Copy # of <original title>’. You should therefore open the report to change the title and other details.|
|Private Copy||Creates a Private copy of the selected report. This will only be visible to the logged-in user that has created the private copy.|
Click the links to the topics outlined below to learn more information:
Creating Alert Reports
HotH includes the option to select the Type of report from the first screen of the QuickReport Designer. From here, you can select the Report Type – Alert!
Alert Report Designer
|Set a numerical Alert Limit & Check Rate||This will trigger the report when there are more tickets of a specific categorisation logged within a specific time frame.|
|Enter the email address to which the alert should be sent.|
|Highlight a Category, Customer or Product||Click ‘None’, then select the category that should trigger the report. In this example, if more than 10 ‘Critical’ priority tickets are logged, an email will be sent to the address entered in the E-Mail field.|
Workflow Engine and Scheduled Reports
In the Work Flow Engine you need to tick both Send E-Mails and Run QuickReports and ensure that the Work Flow Engine is running at the scheduled time. This must be set up via the Windows UI. If your system is hosted, contact firstname.lastname@example.org to configure scheduled reports.
Reporting on Customer Feedback Results
A report can be created in the QuickReport Designer, to show the results of completed Customer Feedback forms.
In the QuickReport Designer, create a new report, enter a Title, report against the Ticket Database, and make sure the correct Folder is selected.
On the Group & Sort By tab, select using the chevrons how you wish to Group the report e.g. by Assignee, by ticket Type, Sub-Type, Closure Code etc.:Next, on the Fields tab, use the chevrons to select the Feedback form fields that you wish to report on and click OK to save the report:
Creating Report Dashboards
Once QuickReports have been created, these will appear in the drag and drop Dashboard Designer (see the Dashboard Forms Guide for detailed information). This makes it possible to build performance dashboards by dragging existing reports onto the dashboards builder table.The dashboard can then be associated with individual logins:
KPI: This stands for Key Performance Indicator, and is a measurable and comparable insight into your performance. The KPI Monitor allows you to measure against many different potential KPIs.
SLA: This stands for Service Level Agreement and is traditionally a formal agreement between you and your customers to respond to and/or resolve their Tickets within an agreed time period. Your SLAs can be configured within HotH.
Using the KPI Monitor
The KPI Monitor can be launched from the menu and has a unique URL. Click the icon seen below to launch the KPI Monitor:The Monitor has the option to Refresh, and Auto Refresh. When first launched, you can decide whether you want the data to automatically refresh or not by selecting or deselecting the Auto tick box.
The Monitor can be processed using various drop-downs at the top left of the screen.The first drop-down lists available categories on the ticket screen, such as Assignee, Type, Status, Priority etc. The KPI statistics displayed can be generated just by making a selection from this drop-down.The second drop-down also lists the available categories on the ticket screen. It allows you to select a second level of categorisation, so for example, you could display data for ticket Type, and then selecting Assignee in the second drop-down will then display the Assignees are managing tickets of each particular Type.The third drop-down will then list the category selections available for whatever is selected in the first drop-down. So, in this example, it will list the Types. This means that the data can be processed by Type, by Assignee, and then reports can be generated for each individual Type.The drop-downs underneath then enable you to select what is displayed based upon ticket milestone, and date range.
You can then choose the Table you wish the data to be generated for, and the Folder.
The data displayed will then be generated based upon your selections, and if Auto is ticked, will automatically refresh every minute. The columns list various KPIs, such as total number of tickets for each category, how many are still outstanding, and whether SLA targets have been met.
The KPI Monitor will then generate Reports based upon the selections made. All KPI reports can be incorporated onto Dashboards.