Reporting & Analytics

Answer “how are we doing?” from the ticket record — volume, trends, performance, and the briefs leadership asks for.

Automation ROI Report

Judge whether live automations earn their keep with tickets touched per flow, estimated time saved, noise created, and a keep, kill, or tune verdict each.

CEO Service Desk Brief

An owner or CEO asks for a review of the service desk — a business-level readout with trends, risks, and a decision to make, no ticket IDs.

COO Ops Review

An ops leader asks what the team is doing well and not so well — an honest, evidence-backed operations review of the service desk.

CSAT Trends Report

Track CSAT scores over time by client, technician, or ticket category with honest treatment of response rates so a 3-response month isn't shown as 300.

Daily Leadership Digest

A service leader asks what needs their attention today — escalations, SLA breaches, at-risk clients, and staffing flags in one short daily view.

First Contact Resolution Report

Report the desk's FCR rate, the share of tickets resolved by first assignee with no handoffs, with the definition stated to prevent later disputes.

Morning Huddle Builder

Build the daily standup or morning huddle message — yesterday's P1s, overnight items, today's SLA risks, and shout-outs — ready to read out or paste.

My Queue Summary

Summarize a technician's assigned tickets showing what needs replies, what is urgent, and what to work next, with a clear next step attached to each item.

One-on-One Prep

A manager is preparing for a 1:1, 30-day check-in, or coaching conversation with a technician and wants a candid brief on their recent work.

Recurring Issue Report

Someone asks which issues keep coming back — chronic problems hitting the same client or device repeatedly — and whether each has a root-cause fix underway.

Sentiment Closure Report

Bucket closed tickets by sentiment score per client, tech, or period, with driver messages cited so a low score is explainable, not just a number.

SLA Analytics

Someone asks how the desk is doing against SLA — first-response and resolution performance versus targets, and which tickets breached and why.

Staffing Model Analysis

Someone asks whether the desk is staffed right — ticket arrival patterns by hour and day versus coverage, and where the desk is under- or over-staffed.

Tech Performance Review

A manager asks to evaluate a technician's performance over a period — closed, assigned, reopened, time logged, sentiment — with coaching angles, not a verdict.

Trend Root-Cause Mining

Find what is driving ticket volume and making the desk busy by mining recent tickets for top recurring issues and root causes across a chosen period.

Weekly Ops Report

A service manager wants the weekly service-desk report — team volume, closures, sentiment, aging, and anything anomalous versus the prior week.

Zero-Touch Opportunity Mining

Someone asks where the biggest opportunities are to increase zero-touch resolution, or which ticket patterns should become intents or flows.