3 Replies Latest reply on Feb 12, 2019 1:21 AM by IJU

    Report on call volume by customer

    JulianFox Rookie

      Our helpdesk is for an internal set of customers and a metric we would like, though not very ITIL, is frequent "callers".

      By this I mean we want to quantify the number of Incidents reported by a given customer in a given time period.

      Also, similarly, we want a report of top 5 or top 10 customers with respect to number of Incidents logged.

       

      I don't see any built-in way to do this sort of thing. Any ideas on how to create it?

        • 1. Re: Report on call volume by customer
          IJU Expert

          Hello Julian

           

          maybe a dashboard part with a pie chart could solve the first request. Also the second request. Have a look at the "Top 10" Services dashboard part which I found:

           

           

          Configuration:

           

           

          Kind regards

           

          Immanuel Jungheim

          Senior Consultant

           

          ITSM Group – Be Better.

          www.itsmgroup.com

          • 2. Re: Report on call volume by customer
            JulianFox Rookie

            This was a really good suggestion and simple to do. Thanks.

            I have it working almost like I want but I am having trouble with adding "Table" a drill down.

            I have a bar chart that shows the top 10 customers by incident total.

            Then I have a drill down level to break up a single customer's incidents by category.

            That works fine.

             

            The next level I'd like is a to click on one of the categories and show a table/list of incidents (Incidnt number, summary etc).

            This part is not working. Nothing happens when I click a bar in the graph.

             

            Thoughts?

             

            UPDATE: My mistake...it works perfectly. I was trying to see the table results from within the Dashboard preview which it cannot do. The Table is really an executed search so it seems

            So when I viewed the Dashboard and drilled down to the table in production dashboard, it worked fine.

            • 3. Re: Report on call volume by customer
              IJU Expert

              I am glad I could help you.

               

              Kind regards

              Immanuel Jungheim

              Senior Consultant

               

              ITSM Group – Be Better.

              www.itsmgroup.com