Tuesday, June 9, 2009

Parking Meters: Report showing the # of Call Center work tickets CLOSED each week

Here is a sample of how to obtain a report that shows the number of Call Center service tickets that were CLOSED FOUND WORKING at the end of a 1 week period.

Click on any of the images to see a larger view. The Command Center (Dashboard) displays which dropdown item should be selected, and any checkmark options.

NOTE: Summary Reports do not provide filters to exclude NON Call Center service tickets. Summary Reports provide a birds eye view, with limited filters. Thus, to get the number of Call Center Service tickets that are CLOSED at the end of the week - you must select EACH CLOSED option, and use the Detail Report. The Detail report displays both problems AND repairs. Thus, for a CALL CENTER ticket count, divide this bottom line number by 2.

To get a DETAIL Report
1. Go to the Command Center
2. Choose the ENTERED BY = Call Center PM Open Hansen
3. Remove the checkmark next to ENTERED BY
4. Select CLOSED FOUND WORKING from the Status dropdown list
5. Remove the checkmark next to STATUS
6. Select your weekly date range.
7. Compare your remaining selections to the sample Command Center to ensure they are the same.
8. Click on the GREEN BUTTON to Save Options
9. Click on the REPORTS section in the GREEN NAVIGATION bar
10. Choose the Detail Report section, and click on the link "by Problem"
9. Note: Since the DETAIL report includes both PROBLEMS and REPAIR RESULTS, you must divide the TOTAL at the end of the report, by 2. This will give you the number of CALL CENTER tickets that were CLOSED with this status.
10. SAVE your report (below)...and then repeat starting with #4 above. Choose the next CLOSE option in the dropdown list. After you have run each report, take the Total PROBLEM AND REPAIR COUNT from each report and divide by 2 for a CALL CENTER TOTAL

SAVING your Report
1. All reports are displayed in .PDF format
2. To SAVE your .PDF report, click on FILE...then SAVE AS. Give the document a name on your hard drive to save.

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