Hi there,
I am trying to create a new custom report that helps me work out averge resolve times for tickets. Can anyone please help guide me through what I need to do to create such report.
I want to be able to filter the report, ideally excel so i can import to power bi, by detartment or agent etc.
I should be pretty straight forward but im having trouble.
Many thanks in advance.
Adam
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Hi
To create a custom report you will need to go to Analytics > Reports > Create New > Type: Service Record. After this just click on the report to edit it.
One way to configure it to show what you requested would be like this:
This will show the average ‘Time to Repair’ (i.e. the time it took for the ticket to be placed in a closed status) for all administrators, grouped by the ticket type.
You can then filter this report to be only for one admin or for a specific department by setting up a filter.
Additional information about building reports can be found in our documentation here:
https://documentation.sysaid.com/docs/build-a-report
Please let me know in case of any issues/concerns and we can raise a support ticket and continue this there.
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