Reports

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

quickreports summary page

When right clicking on a particular report in the list, the following options appear:

RunGenerates the highlighted report.
Export PDFCreates a PDF version of the highlighted report.
Export CSVCreates a text file containing comma separated values. You can browse the results.
CopyCreates 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 CopyCreates 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 a New Report

Creating Alert Reports

Workflow Engine and Scheduled Reports

Reporting on Customer Feedback Results

Creating Report Dashboards

KPI Monitor

 

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 selector screen

Alert Report Designeralert report designer page

Set a numerical Alert Limit & Check RateThis will trigger the report when there are more tickets of a specific categorisation logged within a specific time frame.
EmailEnter the email address to which the alert should be sent.
Highlight a Category, Customer or ProductClick ‘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.

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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 support@houseonthehill.com to configure scheduled reports.
workflow engine screen

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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.:customer feedback quickreport designer page 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:customer feedback quickreport designer page

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Creating Report Dashboards

 

report dashboardOnce 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.report dashboard formThe dashboard can then be associated with individual logins:report dashboard login details

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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.

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.kpi dashboard

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 buttonThe 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 refresh button

The Monitor can be processed using various drop-downs at the top left of the screen.kpi dropdownsThe 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.kpi first category dropdownThe 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 dropdownThe 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.kpi third category dropdownThe drop-downs underneath then enable you to select what is displayed based upon ticket milestone, and date range.

kpi fourth category dropdown     kpi fifth category dropdown

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

kpi sixth category dropdown    kpi seventh category dropdown

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

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