Click GO. The report output is displayed in a separate window

The report includes the following statistics for each service level:

• Achieved—The number of Issues and the percentage of the total that met the service level resolution time.

• Breached—The number of Issues and the percentage of the total that did not meet the service level resolution time.

Breached is broken down into two additional categories:

 Resolved—The number of Issues and the percentage of the total that were eventually resolved.

 Unresolved—The number of Issues and the percentage of the total that were never resolved.

• Neither—The number of Issues and the percentage of the total that have neither achieved nor breached their service targets, as they have not yet reached their due date/time.

• Total—The total number of Issues for that service level in the time period specified.

First Contact Resolution

First Contact Resolution reports determine the percentage of issues that were created with a Resolved status versus the number of issues that were received during a specified time period. The workspace administrator defines which statuses are Resolved statuses in the Issue Lifecycle. If you need to know which statuses are Resolved statuses, contact your workspace administrator.

The following issues are counted as First Contact Resolutions:

• An issue was created by an agent and the issue status was set to one of the Resolved statuses on issue creation.

• An issue was created by a customer as a request via the BMC FootPrints Service Core self-service and the issue status was changed by an agent to one of the Resolved statuses on the first agent edit after the creation of the issue.

• An issue was created by a customer via email into BMC FootPrints Service Core and the issue status was changed by an agent to one of the Resolved statuses on the first agent edit after the creation of the issue.

If an issue was counted as a First Contact Resolution and then its status was changed to a status that is not one of the Resolved statuses, it is no longer counted as a First Contact Resolution and cannot be counted as one again.

The options for report output are:

• HTML—Display report as HTML in a browser window.

• Graphical—Create chart images (JPEG files) that can be printed or saved to disk and imported into another program.

• Export—Create a text file which can be read by spreadsheets and other programs.

The following options are available:

• Report by—Specify the time period by which to group Issues. Options include Month, Week, and Day received.

• Time Period—Define the date range for searching.

 Exact—Specify exact dates to search on in the period specified. Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

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o On—Specify a particular date (leave second date blank).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

o Before—Issues that were created/last edited before the date entered are returned (leave second date blank).

o After—Issues that were created/edited after the date entered are returned (leave second date blank).

o Between—Returns Issues created/last edited between the dates specified (use both date fields).

 Relative—Searches by relative date, allowing you to create a search or report that returns Issues, for example, for the last month. Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).

 Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.

• Breakdown by—Specify whether to display subtotaled results by agent/customer, team, or neither.

• Show First Contact Resolution Rate out of:

 Issues Received—The percentage of calls resolved immediately based on the total number of calls received for the time period

or

 Issues Received and now Resolved—The percentage of calls resolved immediately based on the total number of calls received and resolved.

• Do Not Include Issues Created By—Issues that were created via one or more of the following methods can be excluded from the report. Click the checkbox next to the methods you want to exclude:

 Email

 Customer Self-service

 Agent Resolution Rate

Resolution Rate reports determine the rate at which Issues are resolved based on specific criteria.

The options for report output are:

• HTML—Display report as HTML in a browser window.

• Graphical—Create chart images (JPEG files) that can be printed or saved to disk and imported into another program.

• Export—Create a text file which can be read by spreadsheets and other programs.

The options for creating Resolution Rate reports are:

• Report by—Specify either the time period by which to group issues, or report by Assignees

• Time Period—Define the date range for searching

 Exact—Specify exact dates to search on in the period specified. Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

o On—Specify a particular date (leave second date blank).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

o Before—Issues that were created/last edited before the specified date are returned (leave second date blank).

o After—Issues that were created/edited after the specified date are returned (leave second date blank).

o Between—Returns Issues created/last edited between the dates specified (use both date fields).

 Relative—Searches by relative date, allowing you to create a search or report that returns Issues, for example, for the last month. Select a number from the first drop-down (1-31), and select the period from the second drop-down (Day, Week, Month, or Year).

 Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.

• Cycle Time

 30-60-90 Day—Break down Issues resolved in less than 30 days, 30-60 days, 60–90 days, etc.

 7-Day Cycle Time—Break down Issues resolved in less than 1 day, 1-7 days, 8-14 days, etc.

 Hourly/Daily—Break down Issues resolved by hour.

 Hourly/Daily (Work Schedule)—If a Workspace Work Schedule is defined, break down Issues resolved by hour within working hours.

Turn-around Time

Turn-around Time reports allow you to measure how long Issues have remained in a particular status or how long it takes to get from one status to another.

The options for report output are:

• HTML—Display report as HTML in a browser window.

• Graphical—Create chart images (JPEG files) that can be printed or saved to disk and imported into another program.

• Export—Create a text file which can be read by spreadsheets and other programs.

The reports available are:

• Average Time Spent in a Particular Status

• Average Time to from Status A to Status B

• Average Time Spent in Each Status

For each Turn-around Time report, you can chose to report by:

• Agent

• Team—Note that this option appears only if teams have been defined for your Workspace.

• Time Period

After you have selected one of the Turn-around Time reports and specified which information to gather, click GO.

Different options are available for these reports. The options are explained below for each type of Turn-around Time report.

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Average Time Spent in a Particular Status

• Status—Select the status to report on.

• Use Work Schedule in Time Calculations—Check this box if you want to include only time spent during regular work hours, as defined in the Workspace Work Schedule.

• Include Issues—Define the date range for searching:

 Created or Edited—Specify exact dates to search on in the specified period. Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

o On—Specify a particular date (leave second date blank).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

o Before—Issues that were created/last edited before the specified date are returned (leave second date blank).

o After—Issues that were created/edited after the specified date are returned (leave second date blank).

o Between—Returns Issues created/last edited between the specified dates (use both date fields).

 Relative—Select this to search by relative date, allowing you to create a search or report, for example, that returns Issues for the last month. Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).

 Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.

Average Time to go from Status A to Status B

• Starting Status—Select the starting status.

• Ending Status—Select the ending status.

• Use Work Schedule in Time Calculations—Check this box if you want to include only time spent during regular work hours, as defined in the Workspace Work Schedule.

• Include Issues—Define the date range for searching:

 Created or Edited—Specify exact dates to search on in the period specified:

o On—Specify a particular date (leave second date blank).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

o Before—Issues that were created/last edited before the specified date are returned (leave second date blank).

o After—Issues that were created/edited after the specified date are returned (leave second date blank).

o Between—Returns Issues created/last edited between the specified dates (use both date fields).

 Dates—Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

 Relative—Select this to search by relative date, allowing you to create a search or report, for example, that returns Issues for the last month. Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).

Average Time Spent in Each Status

• Use Work Schedule in Time Calculations—Check this box if you want to include only time spent during regular work hours, as defined in the Workspace Work Schedule.

• Include Issues—Define the date range for searching:

 Created or Edited—Specify exact dates to search on in the period specified:

o On—Specify a particular date (leave second date blank).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

o Before—Issues that were created/last edited before the specified date are returned (leave second date blank).

o After—Issues that were created/edited after the specified date are returned (leave second date blank).

o Between—Returns Issues created/last edited between the specified dates (use both date fields).

 Dates—Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

 Relative—Select this to search by relative date, allowing you to create a search or report, for example, that returns Issues for the last month. Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).

Historical Reports and Snapshot

The historical reporting option returns historical data on Issues in the current Workspace, including past statuses, priorities, and elapsed time. For example, a report can return the average and total elapsed time it took a particular service desk technician to close Issues assigned to that technician in the month of May. The report includes a breakdown of all matching Issues and the total and average times for all Issues.

To use the historical report tool, select Reports | Metrics | Historical from the BMC FootPrints Service Core Toolbar.

The options available in this report are:

• Report Type

 Historical Report—Returns all Issues from a specified time period that also match the selected assignment, status, and priority criteria.

 Snapshot—Returns a snapshot of all Issues created on a specified date that also match the selected assignment and priority criteria.

• Report formatting

 Output style—Select whether to display the report in a browser window or output the data to a text file.

 File format—If you chose to output the report to a text file, select a file format in which to output the report. Format choices are MS Excel (i.e., comma separated file), tab separated file, or a custom separator of your choice in a text file.

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• Report title—Define what is included in the heading at the top of the report output. These options do not apply to the Text File style. Options include:

 Title—Displayed at the top of the report. Enter the text you want included.

 Date—The date the report is run (updates each time the report template is re-run).

 Time—The time the report is run (updates each time the report template is re-run).

 Workspace name—Name of the Workspace.

 Logo graphic—The logo image displayed in the current Workspace.

• Time Period—Define the date range to search on.

 Exact—Specify exact dates to search on in the period specified:

o On—Specify a particular date (leave second date blank).

o Before—Issues that were created/last edited before the specified date are returned (leave second date blank).

o After—Issues that were created/edited after the specified date are returned (leave second date blank).

o Between—Returns Issues created/last edited between the specified dates (use both date fields).

 Dates - Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

 Relative—Select this to search by relative date, allowing you to create a search or report, for example, that returns Issues for the last month. Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).

• Starting status in this time period—Select the starting status that the Issue should have in the date range specified.

• Ending status in this time period—Select the ending status that the Issue should have in the date range specified.

• Use Work Schedule in computing Time Elapsed between Starting Status and Ending Status—When this box is checked, don't include time outside of the workspace work schedule when calculating the time in which an Issue was between its starting and ending statuses.

• Assignees—Select the user(s) to search on. Hold down the CTRL key to highlight multiple users.

• Additional BMC FootPrints Service Core IDs—Additional user IDs of users who do not appear in the Assignees list can be entered, each separated by a space. This is useful for searching on users who no longer belong to the Workspace.

• Priority—Select the priority Issues should have in the date range specified.

After choosing the report criteria, click GO. A second window displays the report results. If the text file option is chosen, a Windows Save As dialog box is displayed. Matching Issues, including Issue number, starting and ending dates and times, elapsed time, status and priority are displayed. At the end of the report, the total number of records returned, total elapsed time, and average elapsed time are displayed.

NOTE ON PERMISSIONS

Reports can be restricted based on a user's Role. Historical reports may not be available if your role does not allow access. Please consult your BMC FootPrints Service Core administrator for more information.

Query Statistics

The query logging feature records queries that have been placed in the Simple Search field, the date and time at which each query was made, and whether the query came from a customer or an Agent. The query statistics report performs counts on those queries based on specified criteria. To access the query statistics reports, select Reports | Metrics, then select Query statistics from the Step1: Select Report Type drop-down in the main frame. A Query Statistics report cannot be saved or autorun. Click the GO button when you are ready. This displays the criteria options.

Options for the query statistics reports are as follows:

• Date Selection Section—Define the date range for searching. The current date's data is never available in the report. This is because the data is not entered until the day is over.

 Exact—Specify exact dates to search on in the period specified. Enter the date or dates to search on. Click the calendar icon to display a searchable calendar.

o On—Specify a particular date (leave second date blank).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Issues for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

o Before—Issues that were created/last edited before the date entered are returned (leave second date blank).

o After—Issues that were created/edited after the date entered are returned (leave second date blank).

o Between—Returns Issues created/last edited between the dates specified (use both date fields).

 Relative—Searches by relative date, allowing you to create a search or report that returns Issues, for example, for the last month. Select a number from the first drop-down (1-31) and select the period from the second drop-down (Day, Week, Month, or Year).

 Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.

• Other options—Define other reporting criteria.

 Queries by—Process queries from customers, Agents, or both customers and Agents.

 Sort and Count by—Sort and count the queries according to keywords occurrences or according to the entire line of the Simple Searches.

 Ignore words shorter than 4 characters for keyword sort—If you chose to count and sort by keyword, choose Yes to leave words shorter than 4 characters in length out of the sort or No to include words shorter than 4 characters in the count.

 Exclusion List—The exclusion list is a list of words that you can exclude from the report.

o Ignore words in the exclusion list—Select Yes to leave words in the exclusion list out of the report. If you select No, the words in the exclusion list are included in the report.

o Review/Edit Exclusion List—This link enables you to enter words in the exclusion list or to review the list. Administrators can edit the list. Users without administrator privileges cannot edit the list. To edit the list, click the link, type the word in the box with just one word permitted per line, and then

o Review/Edit Exclusion List—This link enables you to enter words in the exclusion list or to review the list. Administrators can edit the list. Users without administrator privileges cannot edit the list. To edit the list, click the link, type the word in the box with just one word permitted per line, and then

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