VRS - Create an Average Resolve Time Report

Overview

Reports generated with this template show on average how long it takes to resolve an issue after support personnel have acknowledged. The Resolve times can be profiled by setting thresholds for good and bad resolve times.

Requirements

1. VRS II installed and running on the system.

2. An Average Resolve Time Report Template uploaded into the system.

3. Permission to Run a Report.

Instructions

Below are the options shown when creating a Resolve Time report. Visit the New Report page Click Here for more information on any individual step.

1. Select Category - Communications. Click on the thumbnail for more information.

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2. Select a Template - Average Resolve Time. Click on the thumbnail for more information.

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3. Select a Variant - Each template has a specific number of variants. Click on the thumbnail for more information.

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  Show Information by Data Field

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  Show Data by Day

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  Show Data by Device

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  Show Data by Group

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  Show Data by Alarm

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  Show Data by Month

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  Show Data by Shift

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  Show Data as a Table

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  Show Data by Week

4. Select the Date Range - Choose which date(s) you want the report to cover.

    Dates - supports a range of 1 to 60 days.
    Weeks - supports a range of 1 to 8 weeks.
    Months - supports a range of 1 to 3 months.

5. Select a Data Source(s) - This will include all data from the selected devices in the report.

    Everything - For this option, you will able to see the information for all the devices configured in VT3000.
    Input Devices - For this option you can select a specific device to be included.
    Filter Groups - Select a preset filter group to be applied.

6. Time Frame - Select what time(s) to include.

    None - Provides information for the entire day as defined by the schedule.
    Shifts - Provides information of a specific shift as defined by the schedule created in VT3000.
    Specified - Provides information for a specific time frame defined in the fields provided.

7. Options - The following will be available:

    Report Title - This is the title on top of the generated report.
    Good Resolve Time - Any resolve time less than the specified time (minutes) is considered good - shown in green. 
    Poor Response Time - Any resolve time greater than the specified time (minutes) is considered poor - shown in red. 
    Minimum Duration - Exclude any events with a duration (minutes) shorter than the time specified.
    Y-Axis Description - This is the description of the Y axis on the generated report.
    Show Values - This option is to show the values on the chart.
    Template Theme -  Select a color theme for chart series if you have saved one.

8. Summary - A selected options will show from the previous steps. Select the Run button if all selections are correct.

Step by Step Guides

Step Descriptions/Information

Add a Report Template

Create a Saved Report

Create an Automated Report

Create a Real-Time Report

Add a User Group (Permissions)

Setup Email - SMTP Settings

Having Trouble?

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  Submit a Service Ticket