Understand and Use Requests Reports

The Reports tab in SeeClickFix 311 CRM offers a summary of Request data to provide analytics and performance metrics. Reports are offered in a table view and chart view. They can be viewed in the web browser and set up as a one-time or recurring email. The table data can be downloaded in Excel format (.xlsx file) for further analysis, and the chart data can be downloaded as a printable PDF. All users can access Reports.

There are three types of report data within Reports: Category reports, Assignee reports, and Source reports. The data in reports are grouped by creation date, meaning that all data in the report is related to requests created within the selected date range.

Design a Requests Report

To design a Requests report, complete the following steps:

1. Navigate to Reports and then Requests
   
2. Select the desired attributes
   
3. Requests filtered by:
   • Category
   • Assignee
   • Source
4. That have been created:
   • This Month
   • Last Month
   • This Calendar Quarter
   • Last Calendar Quarter
   • This Calendar Year
   • Last Calendar Year
   • Custom Range
5. After selecting a “filtered by” option and a time range to analyze, you can choose to compare this data to another time range or not to compare this data to another time range.
6. After filtering by Category, you will be able to further filter by:
   • All Categories or by one or more categories (categories are grouped by Agencies in the list)
   • All Geographies

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Export a Requests Report

After you have set filters for the Requests Report, you can download a copy in table view or chart view.

Export a Requests Report in Table View (Excel File)

Select the Download Table File icon in the top right-hand corner of the screen, below the user menu. After doing so, an .xlsx file will be downloaded to your computer.

Export a Requests Report in Chart View (PDF File)

Select the Download Chart File icon in the top right-hand corner of the screen, below the user menu. After doing so, a PDF file will be downloaded to your computer.

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Setup One-Time or Recurring Email Reports

After setting filters for the report, you can send the report using email on a one-time or recurring basis.

1. Select Share Report (export icon) in the top right-hand corner of the screen below the Help menu
   
2. Fill in the information fields
   
   • Title: Each subscription should have a unique and descriptive name so that all reports can be properly managed
   • Recipients: Only members on the account can be added as a recipient
   • Frequency: Select how often you wish for this report to be sent
3. Click Send Now
   

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How Are Table View Columns Defined?

The following columns are shown within the table view version of the report. Please note that calculated values are based on an eight-hour business day, from 9:00 AM to 5:00 PM.

• Created: The number of requests created within the chosen timeframe
• Acknowledged: The requests in column one that have been acknowledged
• Closed: The requests in column one that have been closed
• DTA (Days to Acknowledge): Average working days to acknowledge the requests in column two
• DTC (Days to Close): Average working days days to close the requests in column three
• SLA (Service Level Agreement) Days: The service level agreement of the category (not applicable for assignee reports)
• % within SLA: The percentage of closed requests in column three that were closed before the SLA was expired
• Overdue: The number of requests from column one in any status that passed their due date before being closed (for example, if a request is not closed and is overdue, or if it was closed after its due date)
• Outstanding: The number of requests from column one that are not closed and have due dates before today

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