ID944
Call Center Activity SSRS Report
Output Type: SSRS Report
This report is an SSRS report you run manually that will help analyze your service call activity and results of calls coming into your call center. The # of supply orders created, service calls created, tickets resolved by level 1, tickets escalated to field, ratio MFP calls vs MIT calls vs. Supply calls.
Our tech activity report ID204, and our snapshot daily summary ID37, are both focused on the conventional copier/printer market. But as dealers get more into Managed Services the metrics that need to be measured are changing, for example calls get responded to online, a tech may work multiple tickets at the same time, response time is typically just a minute or two at most and the number of touches becomes more important. and ID944 is a report that will help measure this.
Related Alerts
| ID # | Description | Notes | Required |
|---|---|---|---|
| ID295 | Model Mapping and Key Services App | Mapping your Models provides model level break down on SSRS Report | No |
| ID204 | Tech Productivity Report (Rec. PBI version ID28) | ID944 is for Managed IT etc, ID204 for typical copier techs | No |
| ID37 | Call Board Summary Status | ID944 is for Managed IT etc, ID37 for typical copier techs | No |