Reports
A customizable Reporting system for Group Admins
Overview
As many things are in XReach, the Reporting system is configurable and customizable by a GroupAdmin.
At the time of writing this, the Report view can provide you with a possibility to download the following reports: UserCountReport, CustomFormCall, CustomFormMissedCall, CustomFormTicket , AdHocReport and AllUserReport.
All downloaded files are in the standard Text file format (.txt), but can be modified by the user in a standard text editor and saved into the .csv file format and accessed with Microsoft Excel / Google Sheets or Numbers by Apple.
Accessing Reporting
As a GroupAdmin, you are the only person able to access the Reporting feature. It can be accessed via clicking on the Cog and then Report, as shown below.
After clicking on the Report, you will see an image similar to the one below, depending on the configuration of your organization. Select the Report that you want, set the Starting month and Ending month of the report and press the Download button, upon which you will be sent a textfile containing the report of your choice with the duration of your choice. If there is no Start & End Date, clicking on the Download button will suffice.
As an example, you would receive a file such as this:
Open it with your standard text file editor, and hack away at the data.
UserCountReport
Here is a very bare bones example of what the UserCountReport may look like.
Quick details of the UserCountReport
A Created account has not yet been activated.
An active account has been activated.
A deactive account has been deactivated.
A deleted account has been.. you guessed it.. deleted. No details of this account will be shown, but the Deleted user count will be increased and the Total user count decreased.
AllUserReport
Here is an example of how the AllUserReport may look like.
As you can see from this, report shows the details of all the user's FirstName, LastName, Email, Permission, Group, Account State, Country and Organization.
AdHocReport
Here is a very bare bones example of what the AdHocReport may look like.
As you can see from this, the level of Ad Hoc Reporting, as of now, can show the date of creation of an Ad Hoc User, Email, the Maximum Amount of Logins, Used Logins, and a Price for the calls.
CustomForm Reporting
It is important to understand that the GroupAdmin will only be able to download reports of tickets that are in the Groups that the GroupAdmin is a member of. If other Groups exist in your environment, you will only get CustomForm Reporting information from them if you ask other GroupAdmins to add you to those Groups.
CustomFormCall
Upon opening the textfile, you will see something similar to this example file.
This report shows you the overall activity, within the selected time period, of calls, which ticket they are originating from, and how many there are. If a Remote User in Finland creates a ticket, and this ticket is called by any Remote User, then the calls will be listed as being from the country of Finland.
CustomFormMissedCall
Upon opening the textfile, you will see something similar to this example file.
This report shows you how many missed calls a certain ticket is getting, i.e., if an Expert is not answering the calls at all, you can train them so they are better able to solve the issues, or find a person that is better able to address the issue at hand.
CustomFormTicket
Upon opening the textfile, you will see something similar to this example file.
This report shows you the overall activity, within the selected time period, of tickets that are being reopened, and how many times they have been reopened. This assists in figuring out if there are problematic tickets with non-applicable / non-useful solutions, or if there should be additional training for the Expert to better be able to solve the issues, or if it is a repetitive issue with a specific device.
Opening a Report in Excel
Now that you have your textfile, it would be intriguing to see the CSV-formatted data in Excel, wouldn't it? For this, you will need to isolate the textual data and save them as separate CSVs.
As an example, you could use the CustomFormCall data. Select the following lines and copy and paste them to a file and save it with the .CSV file extension
After saving the data as a separate file in the .CSV format, you can open it in your preferred spreadsheet application - below you will see what they look like on Windows Numbers.
Questions? Please email support@viesti.io.
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