Featuring Module Uitgelicht Reports

TOPdesk 4: Reporting with TOPdesk

You use TOPdesk to improve the service your organization provides. TOPdesks Report Wizard a standard feature in every TOPdesk Enterprise plays a vital part in this process. In this article, you will learn how you to create reports in a few simple steps as well as how to communicate this information effectively to the rest of your organization.

TEXT: ROBERT VAN DER GULIK

The Report Wizard is an excellent tool to help you create monthly reports in preparation for a team meeting, for instance. A discussion of current data might even motivate your employees to work towards improving their results prior to the following team meeting. Reports are also the ideal way to show other departments the type of work that has been done for them. These reports will give your colleagues more insight into your departments activities, and thus develop more understanding for the duration of certain calls (incidents).

recommended to include the archive. Your report will then take into account all the data in the TOPdesk database. Once you have designed the report to your wishes, and you have mastered the way to acquire all the information you need, you can experiment further. At a later stage, you will be able to build more specific reports using the date filter and selections, if desired. In this first screen, select All incidents.

Case: Investigation into the duration of calls

Prior to making agreements about duration times with an internal or external client, it is vital that you are also aware of how the service organization is actually performing. By examining the duration of calls, you will find out how much time your colleagues spend dealing with the bulk of calls. You can then use these data to draw up agreements on realistic duration times. Using the Report Wizard for Incidents in TOPdesk, you can build reports like these in four easy steps: Step 1: If you are building this report for the first time, you are advised not to use the date filter, but you are

Step 1 of 4 of the Report Wizard

Including the archive in step 1 of the Report Wizard

FEATURING REPORTS 25

Step 2: Under the heading Duration, you will find the various fields that you can include in the investigation. For this first report on durations, it is advisable to select only the Total for the field Maximum actual duration. Choosing the total maximum realized duration, instead of distinguishing between first and second line calls, will give you the best insight into durations. After all, the aim of this report is find out the maximum amount of time required to resolve the majority of all your calls.

Step 3 of 4 of the Report Wizard

Step 4: You can choose from a number of options in which to export your report. We recommend choosing a line graph (the bottommost option) because line graphs present the information very clearly, making the report easy to interpret.

Step 2 of 4 of the Report Wizard

Step 3: In this step, you indicate how you would like to group the report. When conducting an investigation into the duration of calls, it is best to group on percentile in order to make the result visible in percentages. You can then indicate that it concerns the field Maximum actual duration and card type Total. Ensure that you keep to the default order when sorting.

Creating a graph using the Report Wizard TOPdesk 4.2

If everything has gone to plan, the report will show a figure similar to the one above. The line remains very close to the X-axis and shows a very strong rise at a certain point (the transition point). In the graph above, this point is at around 85 percent. When applied in

26 FEATURING REPORTS

practice, this means that 85 percent of incidents are resolved relatively quickly and that a considerably smaller share (15 percent) remains unresolved for a longer period. These calls often require thorough investigation or have little priority; hence, the strong rise in the graph. You can now use the information in the report to create agreements on durations. For example, the line graph above reveals that approximately 80 percent of calls are resolved within 40 hours. Therefore, based on an 8-hour working day, 80 percent of calls are resolved within 5 working days. Using these data, you can make agreements with your clients on the durations of incidents. If you wish to make agreements that are more specific, you will need to run various different reports.

Variations
The Report wizard offers a diverse range of options. You can use the results of the duration investigation, for instance, to make a range of agreements for each type of call (for example malfunctions, requests and queries), as well as for each priority or categorization. You can indicate this in step 3 by grouping on fields. You can also vary the way you present the information in the report. You could choose to present the values, for example, in a table or pie chart. If you would like to find out more about the possibilities that the Report wizard has to offer, you are more than welcome to contact TOPdesks Support department or schedule a day of consultancy with your TOPdesk consultant.

Want to encourage the use of your Self Service Desk?

Design team, DDC, specializes in design and communication. Whichever message you wish to convey, we will help you find the perfect solution. Schedule an appointment with one of our experts today. Call +31 (0) 15 270 0960 or email contact@ddcollective.com

Dutch Designers Collective

Part of the TOPdesk group of companies

FEATURING REPORTS 27