Analytics and Reports Overview

Analytics and Reports help teams understand Helpdesk workload, service performance, and operational trends.

Analytics purpose

Dashboards and reports turn ticket and service data into information that can support decisions.

Common areas of analysis

Depending on available dashboards and metrics, analysis may include:

• ticket volume
• backlog
• ticket status
• priority distribution
• ticket aging
• SLA performance
• team performance
• agent performance
• service trends

Dashboards

Dashboards present selected metrics and visual summaries for a particular operational or management purpose.

Reports

Reports provide more focused analysis, filtering, or exportable information where supported.

Data interpretation

A metric should be interpreted in context. High ticket volume may indicate growth, a service problem, or a temporary event.

Good practices

Use consistent filters and date ranges when comparing periods. Validate important business decisions against the underlying operational data.