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NetHelpDesk displays statistical summaries on a single screen to allow the
current and historical state of request processing to be quickly
assimilated. Here is a sample. To view the screen use the main NetHelpDesk menu option FILE...STATISTICS. This runs a separate executable with a command line that contains the database .udl file and the current section name. (ALL for All sections) e.g. . 'c:\NetHelpDesk\stats.exe c:\NetHelpDesk\NetHDexample.udl CMS'. You could choose to have a separate icon on manager's desktops to run the statistics viewer as a standalone program. A message giving the option to show today's summary will be shown. If chosen, the viewer will gather information on today's state. Otherwise the selection screen will appear initially showing no data. The screen allows selection by a number of fields, shown below. You make your selection and press the refresh button. If your selection can be shown without refreshing the data then it will be shown automatically. Otherwise the status bar will tell you to refresh. The on-line help details the following screen fields: Show type of request Period Type of statistic Today's date Include archived requests Exclude Requests cleared now A button at the top right hand corner allows cycling between counts, estimates and actual figures on the graph. Requests that have been cleared are shown as complying with the SLA or Non-Complying depending on whether they were cleared within the required time. A count of those that have been excluded from the SLA, by use of the SLA excuse action, is given on the status line. The ids of the requests that fall into the various SLA categories are listed at the bottom of the screen in the middle. Clicking on one of these brings up a details screen that allows the SLA compliance to be adjusted. |
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Our powerful help desk software system and web interface helpdesk help desk software allows your company to run a more efficient helpdesk. It comes complete with a knowledge base, change management, and inventory management. |
