Generating standard reports

NABD provides standard reports that give you a close look at cases and how these cases are being managed by your agents.

These standard reports are available in NABD:

You can generate a report for this month, last month, or a specific date range. Once you click View, you will be prompted to save or open the report in a pdf file. Each report will be customized with your name and logo at the top of each page.

To generate a standard report:

  1. From your left main menu, select Reports.

  2. On the Reports page, do the following:

    Select the report you want to print from the drop down.




    Select the date criteria you want to use for this report.




    If you select Date range, select the case submission from date and then the to date from the drop down calendars.

  3. Click View.
    the report will be displayed in the crystal report viewer.


General Crystal report settings:

  1. The report will be shown in the Crystal Viewer.

  2. To print the report, select print from the crystal report toolbar.

  3. To export the report, select export from the crystal report toolbar.

    you can select the file format from the drop down list


  4. To search for a word in the report, type the word in the find field then select Search from the crystal report toolbar.

  5. To navigate between the report pages select next and previousfrom the crystal report toolbar.

    you can also go to the deisred page by selecting the page number from the drop downlist
  6. To zoom in or zoom out the report, select the deired resltion from the crystal report toolbar.

 

Statistical Analysis of Total Cases report

The Statistical Analysis of Total Cases report provides you with the total number of cases by product/service, main category, and subcategory for each administrative unit.

 

 



Statistical Monitoring report

The Statistical Monitoring report provides you with the following case information:

 

User Dashboard chart report

The User Dashboard chart report provides you with a report format of the charts you are using on your User Dashboard.

 

Agent Performance report

The Agent Performance report provides you with detailed information on individual agent performance. This includes the number of cases closed successfully and also the number of cases this agent has in warning and violation status. The report also provides a statistical analysis of the individual agent's successful and violation cases and the average time this agent spent on a case.

 

Compliance with SLA report

The Compliance with Service Level Agreements report provides you with detailed service level agreement information for each customer. Information includes a breakdown of cases successful, warning, and violations. It also provides percentages of successful and SLA violation cases and also the average resolution time of a case for the customer.

 

SLA Scores by OU report

The SLA Scores by OU report provides you with detailed information on your service level agreement by organizational unit.

You can see the total number of cases within the normal service level agreement time frame and also the number of cases in warning and the total number of cases that have violated the service level agreement.

In addition to providing the average case resolution time, the report also includes the percent of cases in the organizational unit that met the SLA and also the number of cases that violated the SLA.

 

Case Tracking report

The Case Tracking report provides you with detailed information about a specific case all the information you need in one place. It includes basic case information such as case type, source, location, product/service etc. You can also find detailed service level agreement compliance, list of activities completed for these cases, all tasks completed, and any correspondence and notes.

 

Cases per SLA Status report

The Cases per SLA Status report provides you with a list of all the cases within a certain SLA status. NABD allows you to print all cases or designate a specific SLA status normal, warning, or violation.

 

 

Agent login and logout report

The agent login and logout report gives an informations about the agent login and logout time. normal, warning, or violation.

 

 

Chat performance report