While all users can access their own relevant reports on the Dashboard, System Administrators help to make that information as meaningful as possible by customizing reporting settings.
Ticket Aging Settings
- Fine-tune how Tickets age to make your metrics matter.
- Go to Settings > Ticket Aging (under Reporting) > Ticket Aging Settings.
- Be sure to click Save in the top right-hand corner to confirm any updates.
Performance Indicator Start Date
- Identify the starting date from which you would like to measure your district's performance indicators.
- This information will be used in generating Overview reports.
- By default, all Tickets received over the life of your account will be displayed in the Overview report.
Business Hours
- Identify the hours during which staff members are actively working and expected to respond to Ticket.
- This information is used to calculate Ticket aging. Tickets will only age during these hours.
- For departments or teams with unique operating hours, click “+ Add an Exception” to select the Topics or Categories to set different working hours.
- By default, business hours are set as 9:00 AM to 5:00 PM.
Performance Indicator Display Threshold
- Identify the minimum number of Tickets required before Average Ticket Age and Average Feedback Score will be displayed.
- This information will be used in generating Overview reports in the Dashboard.
- By default, no minimum threshold is set.
Average Ticket Age Display
- Identify how the average age of Tickets is displayed, whether by days, hours, or hours and minutes.
- This information will be used in displaying Average Ticket Age in both My Performance and Overview reports in the Dashboard.
- By default, average age is displayed in days.
Past Due Definition
- Identify the point at which a Ticket becomes overdue, in keeping with expectations set in all internal and external communication.
- This information will be used in displaying the Past Due count shown in My Performance and Overview reports on the Dashboard. For example, if past due is defined as 2, all Tickets older than two days will be added to this count.
- For departments or teams with unique reply-time expectations, click “+ Add an Exception” to select the Topics or Categories to provide custom past due requirements.
- By default, past due is defined as 5 days.
Calendar Settings
School Year Start Date
- Identify the month and date that begin your school year.
- This information will be used when generating reports on the Insights section of the Dashboard.
- By default, July 1 is selected.
Exclude Days From Ticket Aging
- Identify which days count against Ticket age. Double-click on days to be excluded and enter the reason (Holiday, Spring Break, etc.).
- This information will be used in all Ticket age calculations across the Dashboard.
- By default, weekends and common holidays are already excluded. If any excluded days should count for your calendar, single-click the relevant dates.
- If you exclude the current or past days from ticket aging, the system will not update the data until the following day.
| Field Title | Description |
|---|---|
| Business Hours | Define the business hours staff members are actively working. A Ticket’s age will only accrue during these hours. |
| Past Due Definition | Determine when a Ticket will be considered Past Due. For example, any Tickets which are older than five business days are considered Past Due by default. |
| Performance Indicator Display Threshold | Set the minimum number of Tickets required in order to display the Average Ticket Age and Average Feedback Score in the Dashboard. These indicators will not be display until the number of Tickets set here is received. |
| Average Ticket Age Display | Set how the Average Ticket will display in the Dashboard. Users can select Days, Hours, or Hours & Minutes. |
| School Year Start Date | Set the start date for your school year. In the Dashboard, when you select Current Year from the Period menu, this date will determine the first day of the school year. |
| Exclude Days from Ticket Aging | Use the calendar feature to indicate which day(s) should not be included when calculating a Ticket’s Age. By default, weekends and common holidays are excluded. To remove a weekend or common holiday from the list of excluded days, simply single-click the desired date. To add an excluded date, double-click the desired date and provide a title in the pop-up window. |
While all users can access their own relevant reports on the Dashboard, System Administrators help to make that information as meaningful as possible by customizing reporting settings.
Ticket Aging Settings
Fine-tune how Tickets age to make your metrics matter.
- Go to Settings > SLAs (under Tickets) > Ticket Aging Settings.
- Be sure to click Save in the top right-hand corner to confirm any updates.
Business Hours
- Identify the hours during which staff members are actively working and expected to respond to Ticket.
- This information is used to calculate Ticket aging. Tickets will only age during these hours.
Tip: For departments or teams with unique operating hours, click “+ Add an Exception” to select the Topics or Categories to set different working hours.
Default: Business hours are set as 9:00 AM to 5:00 PM.
Performance Indicator Display Threshold
- Identify the minimum number of Tickets required before Average Ticket Age and Average Feedback Score will be displayed.
- This information will be used in generating Overview reports in the Dashboard.
Default: No minimum threshold is set.
Average Ticket Age Display
- Identify how the average age of Tickets is displayed, whether by days, hours, or hours and minutes.
- This information will be used in displaying Average Ticket Age in both My Performance and Overview reports in the Dashboard.
Default: Average age is displayed in days.
Past Due Definition
- Identify the point at which a Ticket becomes overdue, in keeping with expectations set in all internal and external communication.
- This information will be used in displaying the Past Due count shown in My Performance and Overview reports on the Dashboard. For example, if past due is defined as 2, all Tickets older than two days will be added to this count.
Tip: For departments or teams with unique reply-time expectations, click “+ Add an Exception” to select the Topics or Categories to provide custom past due requirements.
Default: Past due is defined as 5 days.
Calendar Settings
School Year Start Date
- Identify the month and date that begin your school year.
- This information will be used when generating reports on the Insights section of the Dashboard.
Default: July 1 is selected.
Exclude Days From Ticket Aging
- Identify which days count against Ticket age. Double-click on days to be excluded and enter the reason (Holiday, Spring Break, etc.).
- This information will be used in all Ticket age calculations across the Dashboard.
- If you exclude the current or past days from ticket aging, the system will not update the data until the following day.
Default: Weekends and common holidays are already excluded. If any excluded days should count for your calendar, single-click the relevant dates.
Quick Reference
| Field Title | Description |
|---|---|
| Business Hours | Define the business hours staff members are actively working. A Ticket’s age will only accrue during these hours. |
| Performance Indicator Display Threshold | Set the minimum number of Tickets required in order to display the Average Ticket Age and Average Feedback Score in the Dashboard. These indicators will not be displayed until the number of Tickets set here is received. |
| Average Ticket Age Display | Set how the Average Ticket will display in the Dashboard. Users can select Days, Hours, or Hours & Minutes. |
| Past Due Definition | Determine when a Ticket will be considered Past Due. For example, any Tickets which are older than five business days are considered Past Due by default. |
| School Year Start Date | Set the start date for your school year. In the Dashboard, when you select Current Year from the Period menu, this date will determine the first day of the school year. |
| Exclude Days from Ticket Aging | Use the calendar feature to indicate which day(s) should not be included when calculating a Ticket’s Age. By default, weekends and common holidays are excluded. To remove a weekend or common holiday from the list of excluded days, simply single-click the desired date. To add an excluded date, double-click the desired date and provide a title in the pop-up window. |