Table of Contents
Reports and analyse
Through the menu <font color="darkorange"><b>Analyse</b></font> you will reach the selection of all possible analyse functions.
Realtime Monitor (Removed after 6.x)
The realtime monitor display how many Incidents are in escalation step 1 or 2.
Settings
License Statistics
The License Statistics shows how many 1stAnswer users were logged in at the same time for each day within a given duration.
You will achieve a better view of how many license you need.
<note tip>This function is available since version 4.1.</note>
Since version 5.1.5.0, a user who has two open sessions also uses two licenses.
Solution Time
The solution time show in which time the Incidents are solved.
The solution time is the sum of all solution times of all lifecycles for a case.
A lifecycle starts with creation or reopening of a case and ends with status messaged.
Example: Creation of case → status messaged = lifecycle1
reopen → status messaged = lifecycle2
sum = solution time lifecycle1 + solution time lifecycle2
<note tip>The solution time will be calculate as followed:
[Date, when the Incident was set on status notified]1) -
[Date of Creation] -
[Time, the Incident was in status wait] -
[Times, which are not part of]2) </note>
<note tip>[Until version 5.5] The solution time is in minutes
[From version 5.5] The solution time is in seconds</note>
<note tip>
[From version 5.5.26.0]
If you configure excludeOnHoldByCalculatingSolutionTime in GlobalSettings, the time in status wait is excluded from the solution time.
</note>
<note warning>[Until version 5.5] If a case is reopened, the timespan between status solved/closed and the time when case is reopend is included in the solution time
Example: Case will be solved and clodes → solution time: 600 seconds
Case remains 3600 seconds in status closed
Case is reopened and solved/closed again after 300 seconds
The caculated solution time is 4500 seconds
[From version 5.5] Only the times from status open to solved are considered for calculation of solution time. The time between solved/closed and and reopened are not included. With the example from above the solution time is 900 seconds</note>
To create an excel table filled with these datas you have to click on 
. Thereby only the information of the tabel will be exported.
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the  symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
| Priority | Choose which mode you want to use 1 or 2. Mode 1 use the priority: <4 h, <8 h, <24 h, <48 h, >48 h. Mode 2 use the priority: <0,5 h, <1 h, <3 h, <24 h, >24 h. |
Response Time (Reaction time report)
The response time shows within which time the first response took place of a new created Incident.
<note tip>The response time is calculated through the difference of time between creation of the Incident and <font color="darkorange"><b>First qualified response</b></font> to the customer. The date when status notified was set will be taken when no <font color="darkorange"><b>First qualified response</b></font> be sent.
[Until version 5.5] The response time will be calculate only once. There is no further calculation when the <font color="darkorange"><b>First qualified response</b></font> will be set once more or the Incident is reopend.
[From version 5.5] The reaction time is caclulated for each lifecycle. A lifecycle starts with creation or reopening of a case and ends with the action first qualified feedback or status messaged
</note>
<note tip>
Only the business times will be considered when you configure it (enableWorkingTimes in tbGlobalSettings).
If you configure excludeOnHoldByCalculatingReactionTime in GlobalSettings, the time in status wait is excluded from the reaction time
</note>
<note tip>
[Until version 5.5] The reaction time is given in minutes
[From version 5.5] The reaction time is given in seconds
</note>
Filter settings
| Start date | Enter the date when the Incidents should be considered. The incidents are just visible if the date when reaction time has been calculated is inside the time span. |
|---|---|
| End date | Enter the date till when the Incidents schold be considered. The incidents are just visible if the date when reaction time has been calculated is inside the time span. |
| Priority | Choose which mode you want to use 1 or 2. Mode 1 use the priority: <4 h, <8 h, <24 h, <48 h, >48 h. Mode 2 use the priority: <0,5 h, <1 h, <3 h, <24 h, >24 h. |
1stAnswer Rate
The 1stAnswer rate shows the percentage how many Incidents are closed at 1st level.
Note: The date filter is applied on the closed date of the incident.
<note tip>This analyse is available since version 4.1.
Note
All datas (status = closed) will be exported during the given duration and especilly the one which were in 2nd level will be highlighted.
This can be used for quality management by team manager to increase their 1st solution quote.</note>
Categories
The categories analyse shows how many Incidents currently are in the categorie.
To create an excel table filled with these datas you have to click on . Thereby only the information of the tabel will be exported.
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
| Including subcategories | All subcategories will be shown. |
| Status all | Include all Incidents. |
| Status open | Include the open Incidents. |
| Status solved | Include the solved Incidents. |
| Status notified | Include the notified Incidents. |
| Status closed | Include the closed Incidents. |
| Status invoiced | Include the invoiced Incidents. |
The percentage indicates the number of incidents with the specified status related to the total number of incidents (per category).
Data Export
The data export creates excel tables filled with the datas you choosed (equates to the master datas) after click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
| Incidents | Export of the Incidents without solution. |
| Incidents with comments | Export of the Incidents with comments. |
| Incidents by Support Level | Export of the Incidents and the assigned support level. |
| History Entries | Export of the history entries and the Incidents. |
| Solution Classification | Export of the solutions of an Incident with classifications. |
| Customers | Export of the customers. |
| Incidents with Solutions | Export of the Incidents with solution. |
| User | Export of the users. |
| Survey Results | Export of the results of the serveys. |
| User Logins | Export of the Log in and log out information of the users. |
| Support Teams | Export of the name of the support teams and the assigne level. |
| Users and Support Teams | Export of the name of the users and the assigned support teams. |
| Support Categories | Export of all settings of each category. |
| Incidents with timetracking positions | |
| Incidents with timetracking total | |
| Chat | Exports all data to chat conversations  categories are ignored |
Malfunctions
The malfunction analyse shows the malfunctions in the system.
To create an excel table filled with these datas you have to click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
Problem Export
The problem export shows all problem datas.
To create an excel table filled with these datas you have to click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
Problem Realtime Monitor
The problem realtime monitor shows how many problems exist currently.
To create an excel table filled with these datas you have to click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
Requests for Change
To create an excel table filled with these datas you have to click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
Outages
This shows all outages during the given duration.
To create an excel table filled with these datas you have to click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
Chance Processing Time
This shows an overview of the processing time of a process.
To create an excel table filled with these datas you have to click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
Support level Reaction
This shows an overview of the reaction time of the support level.
To create an excel table filled with these datas you have to click on .
Filter settings
| Start date | Enter the date when the Incidents should be count. Use the symbol to choose the date. |
|---|---|
| End date | Enter the date till when the Incidents schold be count. Use the symbol to choose the date. |
Result
| Field | Description |
|---|---|
| currentCategory | Current Incident category |
| category | Previouse Incident category |
| priority | Current Incident priority |
| dateCaseCreated | Date of creation |
| categoryDate | Date/Time of chance in the pre-category |
| dateLevel2 | Date/Time of chance in level 2 |
| dateProcessedLevel2 | Solution time in level 2 |
| reactiontimelevel2 | Number of minutes between entrance and solution in level 2 |
| dateClosed | Date/Time of close |
