Custom Productivity Reports

Custom reports can be very helpful to managers that wish to obtain data about the productivity of their agents.  In this article, we’ll take a look at using the Report Writer to create a custom summary report. It’s important to note that the methods outlined here are not the only way of displaying or getting report data. Feel free to use the steps in this tutorial to create your own custom reports with the fields and information that matter to you.

If you are not familiar with the Report Writer, you may find it helpful to take a look at the article About Report Writer for some background information.  If you are familiar with the Report Writer, then please feel free to read on.

Here are a few examples of custom reports that could be valuable to track the productivity of agent users.


 

Report on the number of issues assigned to agents last month

The purpose of this report will be to look at the number of issues assigned to each agent last month. Note, this report will show who was most recently assigned to an issue if that issue moved through multiple assignments.  This is valuable information when assessing the performance of agent users.  

To build this report, we must first build a query to retrieve the filtered data and then build a report off of that query data to organize the data.


Step 1. Create a Query
  1. Navigate to Reports > Report Writer > Queries.
  2. Click New to create a new query.
  3. Choose the dataset Issues from the data sets drop-down menu. (This may be a different name if you have renamed the issue field).
  4. Drag the available fields Issue Number and Assigned To over to the Selected Fields column.
  5. Click Next.
  6. Choose Assigned On from the Field dropdown and set the Condition to Last Month (or any time frame you want to report on).
  7. Click Save Filter Expression.
  8. Choose Assigned To from the Field dropdown and set the Condition to IN.
  9. Click the magnifying glass next to the Field Value and a pop-up box with the users will be presented.
  10. From the Select Assigned To pop-up window, you can choose multiple agent users that you want to report on by holding down the Ctrl button when selecting users. You can also manually fill out the Field Value by separating the user display names with semicolons

Example:

Lily Braun;Piotr Bridges;Gene Guzman

  1. Once the agent display names are populated in the Field Value, click Save Filter Expression.
  2. Click Next.
  3. Type a Query Name and click Save & Run.
  4. You will be presented with the filtered Query data.

Step 2. Create a Report
  1. Click Reports on the left-hand menu.
  2. Click New.
  3. Click the Query Drop Down and select the Query you created.  This will bring in all fields from the query.
  4. Click Next.
  5. On the Group By page, drag the Assigned To field over to the Selected Fields list.
  6. Click Next.
  7. On the Group Defaults page, uncheck Show Header.
  8. Click Next.
  9. On the Sort By page click Next.
  10. On the Column Defaults page, check Suppress Report Details.
  11. Choose Count from the Subtotal dropdown for the Issue Number Column Name.
  12. Click Next.
  13. Type a Report Name and click Save & Run.

The displayed report should show a concise count of issues and the agent that they were assigned to. Managers can use this report to monitor the productivity of agent users in the Issuetrak system.


 

Report of number of labor hours per agent last month

The purpose of this report will be to look at the number of labor hours each agent recorded last month. This report can only display labor hours if the users adding the notes are recording Labor Hours.  This is valuable information when assessing the performance of agent users.


Step 1. Create a Query
  1. Navigate to Reports > Report Writer > Queries.
  2. Click New to create a new query.
  3. Choose the dataset Issues/Notes from the data sets drop-down menu. (This may be a different name if you have renamed the issue field.)
  4. Drag the available fields Note Created By and Note Labor Hours over to the Selected Fields column.
  5. Click Next.
  6. Choose Note Created On from the Field dropdown and set the Condition to Last Month (or any time frame you want to report on).
  7. Click Save Filter Expression.
  8. Click Next.
  9. Type a Query Name and click Save & Run.
  10. You will be presented with the filtered Query data.

Step 2. Create a Report
  1. Click Reports on the left-hand menu.
  2. Click New.
  3. Click the Query Drop Down and select the Query you created.  This will bring in all fields from the query.
  4. Click Next.
  5. On the Group By page drag, the Note Created By field over to the Selected Fields list.
  6. Click Next.
  7. On the Group Defaults page, uncheck Show Header.
  8. Click Next.
  9. On the Sort By page click Next.
  10. On the column defaults page, check Suppress Report Details.
  11. For the Note Labor Hours Column Name, choose Sum from the Subtotal dropdown.
  12. Click Next.
  13. Type a Report Name and click Save & Run.

The displayed report should show a concise total of labor hours and the users that entered labor hours. Managers can use this report to monitor the productivity of agent users in the Issuetrak system.


 

Report on the number of issues closed per agent last month

The purpose of this report will be to look at the number of issues closed per agent last month. This is valuable information when assessing the performance of agent users.  


Step 1. Create a Query
  1. Navigate to Reports > Report Writer > Queries.
  2. Click New to create a new query.
  3. Choose the dataset Issues from the data sets drop-down menu. (This may be a different name if you have renamed the issue field.)
  4. Drag the available fields Issue Number and Closed By over to the Selected Fields column.
  5. Click Next.
  6. Choose Closed On from the Field dropdown and set the Condition to Last Month. (or any time frame you want to report on)
  7. Click Save Filter Expression.
  8. Choose Closed By from the Field dropdown and set the Condition to IN.
  9. Click the magnifying glass next to the Field Value and a pop-up box with the users will be presented.
  10. From the Select Closed By  pop-up window, you can choose multiple agent users that you want to report on by holding down the Ctrl button when selecting users.  You can also manually fill out the Field Value by separating the user display names with semicolons.

Example:

Lily Braun;Piotr Bridges;Gene Guzman

  1. Once the agent display names are populated in the Field Value, click Save Filter Expression.
  2. Click Next.
  3. Type a Query Name and click Save & Run.
  4. You will be presented with the filtered Query data.

Step 2. Create a Report
  1. Click Reports on the left-hand menu.
  2. Click New.
  3. Click the Query Drop Down and select the Query you created.  This will bring in all fields from the query.
  4. Click Next.
  5. On the Group By page, drag the Closed By field over to the Selected Fields list.
  6. Click Next.
  7. On the Group Defaults page, uncheck Show Header.
  8. Click Next.
  9. On the Sort By page click Next.
  10. On the Column Defaults page, check Suppress Report Details.
  11. For the Issue Number Column Name, choose Count from the Subtotal dropdown.
  12. For the Note Labor Hours Column Name, choose Sum from the Subtotal dropdown.
  13. Click Next.
  14. Type a Report Name and click Save & Run.

The displayed report should show a concise count of issues closed per agent last month. Managers can use this report to monitor the productivity of agent users in the Issuetrak system.


Reports can be configured to send out automatically by utilizing the Scheduled Reports feature in Issuetrak.  For more information on Scheduled Reports, please reference the following article about Scheduled Reports.


Closing Thoughts

If you would like the assistance of our product experts in creating a custom report that fits your company's unique needs, please do not hesitate to contact us with any questions.