Reports

Use Reports to produce lists, summaries and charts from the data in your House-on-the-Hill system. Reports are accessed from the Reports icon in the menu side-bar: 

Clicking the Reports link will show a list of existing templates in the summary page. Right click on a report to present a list of options:

  • Run – Run the selected report
  • Export PDF – Creates a PDF version of the highlighted report
  • Export CSV – Creates a text files 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
  • Email – Email selected report to a contact

Report Summary Page Right Click

Left-click on a report to ‘Open’ and edit the report, or click the “New Report” buttonadd button in the top left of the screen to design a brand new report from scratch.


Creating a New Report

Click the New Report button add buttonto design a report from scratch. Reports are designed over various tabs:


Select Records Tab

Select Records Tab – New QuickReport Template

 

QuickReport Title and Type

QuickReport Record Selection and Settings

QuickReport Data Filtering

Search in Field


Date Range Tab

Date Range Tab

Value Selector dropdown icon
date range value selector
All To include all records with the selected date.
Dates To input a date range. Records with dates on and within this range are included in the report. Enter both date fields.
End Of To include records with a date up to the end of a selected period, such as a week or next year.
Last To indicate if the date is to be in a previous period.
More Than To include records more than the number of time units old. In addition, you can specify an end range.
Next If the date is to be within a future period.
Now Records with dates of now or earlier are presented.
This Records where the date falls within a current period.
Today Report on records where the date is the same as today’s.
Within Report on records with a date within the selected range.
Yesterday To list records where the selected date is yesterday.

Group and Sort By Tab

Group and Sort By Tab


Fields Across Tab

Fields Across Tab

Fields are for use in all but Summary and Chart Only reports. If ‘Drill Down’ is included on a Chart report, then field selections will be required.


Format and Charts Tab

Format and Charts Tab

Format Options

Styling Options


Tags Tab

Tags help to sort Reports together when searching.

Tags Tab


Schedule Tab

Schedule Tab

NOTE. If a report is to be scheduled please ensure that that none of the tabs have the “Prompt” option set as this will prevent the report from running.


Creating Alert Reports

House-on-the-Hill includes the option to select the Type of report from the first screen of the QuickReport Designer. From here, select the Report Type – Alert!

Alert Report Designer

  • Set a numerical Alert Limit & Check Rate 
  • Input a relevant Email address
  • Highlight a Category, Customer or Product

Select Records Tab

In this example, if more than 10 ‘Critical’ priority tickets are logged for Douglas, an email will be sent to the address entered in the E-Mail field


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 (add button), enter a Title, report against the Ticket Database, and make sure the correct Folder is selected.

Group & Sort By Tab

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.:

Fields Across Tab

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.  This allows Service-Desk Agents and End-Users to have live reports embedded within their dashboards.

Live Dashboard Reporting

When logged in click the Edit Dashboard link from your dashboard:

Build custom performance dashboards by dragging existing reports onto the dashboards builder table.

Dashboard Creator

Dashboard Form Designer

Build performance dashboards by dragging existing reports onto the dashboards builder table.

Dashboard Reports Example

Login Record Dashboard Drop-Down

The dashboard can then be associated with individual logins:

See the Dashboard Forms Guide for detailed information.


KPI Monitor

Overview

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.

KPI Monitor Dashboard

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 House-on-the-Hill.

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:

KPI Button

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.

KPI Auto Refresh Button

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.

Categories Drop-Down

The drop-down to the right will then list the category selections available for whatever is selected in the first drop-down. So, in this example, it will list the Priority Types. 

Type 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.

kpi second category dropdown

Second Category Drop-Down

The drop-downs underneath then enable you to select what is displayed based upon ticket milestone, and date range.

      

You can then also choose the Folder you wish the data to be generated for, and the Table.

   

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.kpi data display

The KPI Monitor will then generate Reports based upon the selections made. All KPI reports can be incorporated onto Dashboards.

kpi generated report


Still haven’t found what you’re looking for? Contact documentation@houseonthehill.com

Back to Top