Reporting & Analytics

17 skills in this category.

Automation ROI Report

Someone asks whether the automations already live are earning their keep — tickets touched by each flow/intent, estimated time saved, noise created — ending in a keep / kill / tune verdict per automation.

CEO Service Desk Brief

An owner or CEO asks for a review of the service desk — a business-level readout with trends, risks, and a decision to make, no ticket IDs.

COO Ops Review

An ops leader asks what the team is doing well and not so well — an honest, evidence-backed operations review of the service desk.

CSAT Trends Report

Someone wants satisfaction scores over time — by client, technician, or ticket category — with honest treatment of response rates, so a 3-response month is never presented like a 300-response month.

Daily Leadership Digest

A service leader asks what needs their attention today — escalations, SLA breaches, at-risk clients, and staffing flags in one short daily view.

First Contact Resolution Report

Someone wants the desk's FCR rate — what share of tickets were resolved by the first assignee with no handoffs — with the definition stated explicitly in the output so the number can't be argued with later.

Morning Huddle Builder

Build the daily standup or morning huddle message — yesterday's P1s, overnight items, today's SLA risks, and shout-outs — ready to read out or paste.

My Queue Summary

A technician asks what is on their plate, what needs replies, what is urgent, or what to work next — summarize their assigned tickets with a clear next step for each.

One-on-One Prep

A manager is preparing for a 1:1, 30-day check-in, or coaching conversation with a technician and wants a candid brief on their recent work.

Recurring Issue Report

Someone asks which issues keep coming back — chronic problems hitting the same client or device repeatedly — and whether each has a root-cause fix underway.

Sentiment Closure Report

Closed tickets in a date range bucketed by sentiment score, per client / tech / period, with the driver messages cited so a low score is explainable — not just a number. Runs manually on demand.

SLA Analytics

Someone asks how the desk is doing against SLA — first-response and resolution performance versus targets, and which tickets breached and why.

Staffing Model Analysis

Someone asks whether the desk is staffed right — ticket arrival patterns by hour and day versus coverage, and where the desk is under- or over-staffed.

Tech Performance Review

A manager asks to evaluate a technician's performance over a period — closed, assigned, reopened, time logged, sentiment — with coaching angles, not a verdict.

Trend Root-Cause Mining

Someone asks what is making the desk so busy, what is driving ticket volume, or what the top recurring issues are for a period.

Weekly Ops Report

A service manager wants the weekly service-desk report — team volume, closures, sentiment, aging, and anything anomalous versus the prior week.

Zero-Touch Opportunity Mining

Someone asks where the biggest opportunities are to increase zero-touch resolution, or which ticket patterns should become intents or flows.