This on demand report that will highlight key call center metrics such as number of supply orders and service calls created, tickets resolved by level 1, tickets escalated to field, ratio MFP calls vs MIT calls vs. Supply calls, etc.
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Overview | Samples | Variables | Alert Functionality | OnDemand Report Filters | Best Practices & Tips | Related Alerts |
Overview
Overview
Our Technician Activity report (ID204) and our snapshot version (ID37) are both focused on the conventional copier/printer market. As dealers get more in to Managed Services the metrics needing to be measured change. Calls get responded to online, a tech may work multiple tickets at the same time, response time is typically just a minute or two at most and the number of touches becomes more important. We are also seeing dealers have level 1 support manage all incoming calls, troubleshoot MIT calls, take supply orders etc.
This report will help analyze activity and results of calls coming into your call center. It looks at things like number of supply orders and service calls created, tickets resolved by level 1, tickets escalated to field, ratio MFP calls vs MIT calls vs. Supply calls.
Run Schedule: On Demand
Type of Output: On Demand SSRS Report
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Sample
Sample
Call Center Stats based on from/to date on your report filter:
Graphs shown broken down by Imaging & Other by default. If you're using Model Mapping (ID295) which is recommended, it will break down by Imaging, Managed IT and Other.
Details at tech level with drill down:
Second page provides graph showing 30 days trend by week:
And By Tech Activities for Today by Activity Code:
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Variables
Variables
Variable 1: enter the repair code(s) you have associated with a 'closed help desk triage call where the problem was not resolved and has to be escalated to a field technician.
Variable 2: enter the activity code category you created that we will use to report call created by an agent.
Variable 3: enter the activity code category you created that we will use to report for the supply orders created by an agent.
Note that what is entered in these variables will be the default selections on the SSRS report filters.
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Alert Functionality
Alert Functionality
ALL SSRS Reports (accessed via your SSRS Report URL (feel free to email help@ceojuice.com for your company link) require one time security set up to run the report, see THIS LINK for instructions.
This SSRS report is primarily looking at service calls (equipment or managed IT) in your e-automate but does include supply order entry counts for the day as well to give a full picture of calls that came into your call center. It further details the call information by your variable selections for specific repair codes and activity code categories in order to present you with metrics for what is occurring in your call center. See below for how these variables come into play within your e-automate database.
Add:
variables on the service calls (In service call, the call type contains an activity code. Within that activity code is the activity code category. ...)
how the report knows what type of category the call belongs to (Need to add: Look at how ID295 works in THIS LINK to understand how to categorizes calls on the report.)
how the report knows if the call had to be escalated to a field person from the call center (this is via variable 1)
Flow like this...
it looks at service calls open, closed and pending today (show how to see that in dispatch console/e-automate)
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OnDemand Report Filters
OnDemand Report Filters
Report filters driven by Repair and Activity Codes to identify specific internal support desk activity. Note that what is entered in your variables will be the default selections on the SSRS report filters.
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Best Practices & Tips
Best Practices & Tips
Repair and Activity Codes:
These are set up in eAuto under Tools / Lists & Codes
Shown here is just an example, the filter settings in report will auto populate all of your Repair & Activity Codes.
Call Categories:
ID944 separates the calls into two major call categories currently and works best when ID295 model class mapping is installed, Imaging and Managed IT. We determine the appropriate call category based upon the Model Class mapped (via ID295) to the equipment model on the service call.
Imaging call types are all equipment model segments mapped to the following CEOJuice model classes:
'Printer', 'Printer-A3', 'Printer-A4', 'Printer-Oth'
'Analog', 'DIGBW', 'DIGColor', 'BusinessColor', 'MFP', 'MFP-A3', 'MFP-A4'
'Production', 'Mailing', 'WideFormat', 'FAX'
Managed IT calltypes are equipment model segments mapped to the following CEOJuice model classes:
'ITAsset', 'ITCloud'
Other call types would be all other calls where the call equipment model is not associated to one of the above CEOJuice model classes in the model mapping.
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Related Alerts
Related Alerts
ID37 - Call Board Summary Status Overview & Sample
ID917 - Big Screen Service Stats App
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