Out of the box reports and dashboards in Analytics Plus

Analytics Plus offers quite a number of out of the box reports and dashboards for its various integrations. They are

• ServiceDesk Plus
• ServiceDesk Plus MSP
• SupportCenter Plus
• OpManager
• ​AppManager

ServiceDesk Plus

Dashboards

• Ticket Resolution Dashboard
• Task Analysis Dashboard
• Incoming Tickets Dashboard
• Technician 360 View
• CIO Dashboard
• Requester Dashboard
• Helpdesk Overview
• Task Details
• Performance Trends Dashboard
• Technician Leaderboard
• Technician History Dashboard
• Change Mgmt Dashboard
• Backlog Analysis
• ServiceDesk Manager Dashboard
• Reopened Tickets Dashboard
• Service Request Dashboard
• Change Approval Overview
• SLA Analysis
• Project Manager Dashboard
• Burn Down and Burn Up Dashboard
• Group History Analysis
• Status History Dashboard
• Knowledgebase Dashboard
• Asset Financials
• Asset Life-cycle
• Assets that Need Attention

Request Reports

• Escalated Requests
• Top 10 Requesters by Most SLA Violations
• Top 10 Requesters With the Highest Resolution Time
• Requester with more than 5 Reopens
• Avg Request Resolution Time Trend
• Closed Requests by Group
• Request Distribution by Mode - Trends
• Request Summary
• Request Volume Trends
• Top 10 Time Consuming Open Requests
• Completed Requests Trend
• Requests Closed by Each Hour
• Tickets Stream - This Quarter vs Last Quarter
• Closed Requests Trend Report
• Average Resolution Time by Site
• Last Activity Report for In Progress Requests
• Closed Tickets - Last week Vs This Week
• Requests Distribution by Service Category
• Tickets by Nature of Request
• Top 5 Sites with Most Open Tickets
• Request Breakdown by Type
• Ageing Report for In Progress Requests
• Average First Response Time - Last 30 days
• Average Time To Resolve - Tier Report
• Closed Request Trend - Last 4 Weeks
• Customers With More Than 5 Open Tickets
• Open Request Reports by Site and Priority
• Reopened Requests Count
• Request Ageing - Inprogess Request more than 60 Days
• Request Volume by Priority
• Request Volume QoQ Comparison by Group
• Requests by Site
• Top 5 Customers with Tickets Currently Open
• Top 10 Requesters
• Top 5 Service Categories based on Ticket flow
• Top 5 Site with Most Opened Request
• Closed Requests - Last Week Vs This Week
• Last 30 days Reopened Tickets
• Technician wise Reopened Tickets​

Project Reports

• % of Overdue Tasks
• Active Milestone Details
• Active Milestones
• Delayed Milestones
• Delayed Projects
• Estimated vs. Actual Cost
• Estimated vs. Actual Hours Spent
• Milestone Burn Up - Daily
• Milestone Burn Up - Monthly
• Milestone Burndown
• Milestone Duration - Estimated vs. Actual
• Milestone Ownership
• Most Expensive Projects
• Pending Milestones and Tasks
• Project Burn Up - Monthly
• Project Burn Up Report - Daily
• Project Completion Overview
• Project Creation Trend
• Project Load
• Project Overview
• Project Progress
• Project Related Task Completion Rate
• Project Summary
• Project Tasks by Status
• Project Timesheet
• Project Timesheet Trend
• Project Workload Split
• Project-wise Task Progress
• Projects and their Related Requests
• Projects by Pending Milestones or Tasks
• Projects Completed Late
• Projects Cost Analysis
• Projects Initiated for a Change Implementation
• Resource Utilization Percentage
• Resource Workload
• Resource Workload This Week
• Site with the Most Open Projects
• Target vs. Actual Milestone Completion
• Timesheet Entries This Week
• Timespent on Projects
• Underestimated Milestones
• Underestimated Projects​

​​Asset Reports

• Asset Ownership Log
• Asset State Change History
• Assets by Associated Requests and Changes
• Assets Failed During Last Scan
• Departments by Asset Consumption Cost
• Disposed Assets
• Hardware and Software Updates in the Last 30 Days
• Hardware Changes in the Last 7 Days
• Scan Not Initiated
• Scan Status
• Software Changes in the Last 7 Days
• Software Installation Checker
• Users Who Own 2 or More Assets
• Virtual Hosts and Associated Virtual Machines
• Warranty Expiring in the Next 6 Months
• Workstation and Server Hardware Details
• Workstation Config Summary
• Workstations by Bios Date
• Workstations by Disk Usage
• Workstations by User

Assets that Need Attention

• Assets in store for too long
• Assets with a History of Incidents
• IT Assets Not Scanned for 30 Days or More
• Prohibited Software Installations
• Unlicensed Software Installations
• Workstations with Less Than 10% Disk Space
• Workstations with Prohibited Software

Asset Audit Reports

• Assets by Last Audit and Last Successful Scan Status
• Trend of Audit Changes
• Unified Audit History

Asset Life Cycle Reports

• Asset Acquisition Time Frame
• Asset Acquisition Trend
• Asset Disposal Trend
• Asset State Summary
• Avg. Days in Each Asset State 
• Avg. Ownership Period
• Number of Ownership Changes
• Residual Cost of Disposed Assets

Asset Financial Reports

• Asset State Ratio
• Avg. Age of Assets in Use
• Avg. Depreciation Percentage
• IT Budget Spend Chart
• Most Successful Asset Scan Mode
• Potential for Savings
• YOY Comparison of Asset Spend

Status History Analysis

• Avg Number of Status Changes Per Request
• Avg Time Spent in Each Status This Month
• Comparison of Time Spent in Status - This Quarter vs. Last Quarter
• Comparison of Time Spent in Status - This Year vs. Last Year
• MOM Comparison of Time Spent in Each Status
• Most Frequest Status Change - Last 12 Months
• Overall On Hold Time Trend
• Overall On Hold Time Over the Years
• QOQ Comparison of Time Spent in Each Status
• Status Change History of the Top 10 Longest Pending Requests
• Status Change Summary of the Top 10 Longest Pending Requests
• Summary of Status Changes
• Trend of Avg Time Spent in Each Status
• Year-wise Comparison of Time Spent in Status
• YOY Comparison of Time Spent in Each Status​​

Technician History Reports

• Avg Number of Technician Changes Per Request
• Avg Time in Unassigned State
• Avg Time Spent by Technicians
• Avg Unassignment Time Over the Years
• Comparison of Avg Time a Request Stays With a Technician
• Comparison of Avg Time Spent by Technician
• MOM Comparison of Time Spent by Technicians
• QOQ Comparison of Time Spent by Technicians
• Summary of Technician Assignment 
• Tech Change History of Top 10 Longest Pending Requests
• Technician Assignment History for the Top 10 Longest Pending Requests
• Technician Change History
• Technician re-assignment behavior
• Technician Time Spent Analysis
• Trend of Avg Time Spent by Technicians
• YOY Comparison of Time Spent by Technicians​​

Support Group History 

• Avg Number of Group Changes per Request
• Avg Time Spent in Each Group
• Avg Time Spent Without Group Association
• Group Change History
• Group Change History of Top 10 Longest Pending Requests
• Group Re-assignment Behavior
• Group Time Spent Analysis Over the Years
• MOM Comparison of Time Spent in Group
• QOQ Comparison of Time Spent in Group
• Summary of Support Group Assignment Changes
• Summary of Support Group for Top 10 Longest Pending Requests
• Trend of Total Time Spent by Each Group
• YOY Comparison of Time Spent in Group

Service Catalog Reports

• Trend of Average Turnaround Time by Service Category
• Incoming, Resolved, Backlog and Same Week Resolution Requests by Month
• Re-Opened Service Request Trend
• Average Turnaround Time for Service Requests
• Average Turnaround Time by Service Category
• Average Cost Per Service Request
• Comparison Trend of Incident and Service Requests
• Incoming Trend of Service Requests
• Service Request Ageing Report
• Service Request and Associated Task Details
• Top 10 Requesters by Service Request
• Service Requests within SLA vs Violated SLA
• Top 10 Service Requests by Highest Resolution Time
• Top 10 Technicians by Service Requests Handled
• Top Service Categories
• Trend of Incoming and Resolved Service Requests
• Top 10 Frequently Used Service Requests
• Least Used Service Requests (Bottom 10)

Change Management Reports

• In Progress Changes and All Associated Requests
• In Progress Changes and All Associated Service Requests
• Closed Changes with Open Requests
• In Progress Changes Initiated Due to Requests
• In Progress Requests Caused by Change
• Trend of Requests Caused by Change
• Changes by Stage and Status
• Open Tasks of Completed Changes
• In Progress Changes and Associated Tasks
• Emergency Changes by Reason for Change
• All Open Changes
• Average Change Completion Time (in Days)
• Stage and Status of In Progress Change Requests
• Changes Due in Next 30 Days
• In Progress Changes
• Changes by Business Impact
• Inflow of Change Requests by Site
• Upcoming Changes
• Top Reasons for Change
• Change Requests by Ownership
• In Progress Changes by Stage
• Requests and Associated Changes

CAB Reports

• CAB Rejections by Member
• Overall Approval Distribution
• List of Changes Approved by All CAB Members
• % of Changes Approved by All CAB Members
• CAB Approval Details
• Avg Approval Time by CAB Member
• Avg CAB Approval Time Trend
• Pending CAB Approvals
• CAB Approval Status of Changes
• All CAB Approval Status

Technician Reports

• Technician Wise Completion Age Tier
• Initial Response and Resolution Time by Technician
• Top 5 Technician by SLA Compliance
• Time Spent in each mode by Technician
• Current Open Requests - Technician Wise
• Technician Workload Report - This month
• Technician Escalation Report
• Closed and Backlog Request Comparison - Top 5 Technicians
• Average First Response Time by Technician
• Top 5 Technicians by Requests Closed
• Top 5 Technician with the Least SLA Compliance
• Technicians with Least Requests Closed (Bottom 5) - Last 3 Months
• Top 5 Technicians by Request Load
• Top 5 Technician by Resolution Time
• Request Summary Report by Technician
• Request Completion Trend Report by Technician

SLA Reports

• SLA Violation Percentage by Site
• SLA Deviation
• Requests Approaching SLA Violation
• SLA Compliance vs Breached Trend - Last 12 Months
• Performance Timeline
• SLA Compliance Trend Report
• SLA Report by Technician
• SLA Violated by Category
• SLA Compliance by Group
• SLA Violation Report by Department
• SLA Compliance Trend
• Recent SLA Violations
• SLA Compliance Trend Reports by Technician

Strategic Analysis

• Technician Load
• Burn Rate
• Request Resolution Tier
• Request Resolution Time by Age Tier
• Areas With Highest Customer Dissatisfaction
• Incoming, Resolved, Backlog and Same Week Resolution by Month
• Backlog Analysis by Customer
• Escalated vs Total Tickets by Category
• Incoming vs Resolution and Backlog Requests
• Escalated vs Total Tickets by Site
• % of Reopened Requests​

Knowledgebase Reports

• Most Frequently Used Solutions
• Most Popular Solutions
• Oldest Solutions
• Percentage of Published Solutions
• Solution Creators
• Solution Effectiveness Calculation
• Solution Effectiveness
• Solution Usage - Support Groups
• Solution Usage - Top 10 Techs
• Solutions Approval Split
• Solutions Creation Trend
• Top Solution Contributors
• Topics with Least Solutions

Worklog Reports

• Top Sites by Hours
• Total Charge by Site - This Month
• Top 5 Technician by Worklog Hours
• Total Charge by Technician - Month wise
• Total Hours Logged by Each Site - Last 12 Months
• Average Time Spent by Technician
• Worklog by Site and Technician
• Total Charge by Month wise - Last 12 Months
• Total Charge by Technician - This Month
• Average Time Spent by Site - Last 12 Months
• Tech vs Other Charge Report - Month wise
• Top 5 Technician by Charges
• Bottom 5 Technicians by Least Hours Logged

Task Reports

• Tasks Scheduled for Today
• Site wise Tasks Status
• Technician wise open task count categorized by priority
• Group wise Open Task Count
• Top 5 Technician by Task Closed
• Technician Wise Task Count Grouped by Status
• Least 5 Technician by Task Closed
• Status wise task count for In-Progress Request

Helpdesk Overview

• Average Resolution Time for Technicians
• Group Based Request Count
• Ticket Count by Priority and Status
• Requests by Business Impact
• Time To Assign Tickets
• Group Wise Request Count
• Task Split Up Across Requests, Problem And Change
• Hours to Complete Since Initial Response
• Week wise SLA breach
• Requests Unassigned For More Than 30 Mins
• Last Updated WorkLog

Task and Request Analysis

• Request Split by Category
• Top 20 Customers by Most Request Reopens
• Listing of Tasks Which Are Due Today
• Task Split by Site
• Open Request Ageing Tier Chart
• Request Category Trend
• Reopened Requests Trend by Day of week
• Technician Wise Request Reopens
• Time to Close Tickets Days Range
• Trend of Task Distribution by Site
• Escalated Service Requests by Technician
• Technician Spending Trend - Based On Additional Cost
• Tasks completed that are due today
• Tasks by Group And Month
• Request Resolution by Group And Priority
• Resolution Time by Technician and Priority
• Technicians Who Charged Overtime for Tasks
• Monthly Tasks by Owner
• Incoming requests. Today vs Yesterday
• Technicians with Tasks Due Today And Tomorrow
• Escalated Requests by Technician
• Escalation Trend by Technician
• Re-opened Service Request by Weekday
• Technician vs Escalated Requests Trend
• Tasks Closed Over Time by Technicians Group
• Requests by Priority
• Top 10 touchy customers
• Task Details For Specific Group

Frequently Asked Request Reports

• Dashboard With Frequently Asked Reports
• Top 10 Requests by Longest Resolution Time
• Request Approaching SLA Violation
• Requests by Department and Category
• Total Time Spent by Technician
• Group vs Resolution and Response times
• Request Details With Time Spent And Technician
• Requests And Tasks Due Today For Each Technician
• Monthly Inflow of Service Requests
• Request Volume Trends by Week and Month
• Ticket Count by Department and Category
• Request Ageing Report by Support Group
• Open And Closed Tickets by Month And Year
• Assignment Time by Technician And Group
• Open and Closed Ticket Count by Group
• Closed Tickets Count- Last 6 Months
• Department vs Total Timespent
• Open tickets by week
• Request List Based On Group
• Requests Due In The Next 48 Hours
• Requests Due Today And Tomorrow
• Resolution And Closed Time Based On Group And Priority
• Service Request by Category
• Last Updated Time Report Based On Technician
• Open and Closed Request Count by Technician
• Ageing Requests: Ticket Count For Each Open Day

Frequently Asked Task Reports

• Tasks by Support Rep
• List of Tasks Not Created by Task Owner
• Total Timespent by Request
• Report With Request And Task Details For Closed Requests
• Tasks by Month Group and Owner
• Open Tasks Whose Tickets Have Been Closed
• Request Related Tasks by Category and Timespent
• Task Details with the Related Request ID
• Task Distribution by Status

Backlog Analysis

• Backlog Trend
• Oldest Backlog Request Details
• Backlog Requests Priority Distribution
• Top 10 Customer Wise Backlog Analysis
• Technician Based Backlog Analysis

Technician Leaderboard

• Top 5 Technicians by Closed Requests Last Month
• Technicians With Least Request Re-opens
• Technicians with Least Escalations
• Top Performing Group
• Top 10 Performers by Ticket Closed- All Time
• Top 10 Technicians by Fastest Average Resolution Time

Performance Trends

• Response and Resolution Time Trend
• Last 7 Days Performance
• Average First Response Time Trend
• Reopened Ticket Trend
• Top Performing Site
• Escalation Trend - Top 5 Technicians
• Trend of Avg Closing Times and Its Deviation
• Trend of Avg Time to Resolve Tickets and Its Deviation
• Trend of Avg Time to Assign Tickets
• Trend of Avg Time to First Reply and Its Deviation
• Ticket Escalation Trend

Incoming Requests Trend Analysis

• Category Wise Ticket Inflow by Hour
• Category Wise Ticket Inflow by Weekday
• Incoming vs Resolved Trend
• Tickets Inflow by Hour of Day
• Incoming Ticket Trends by Business Impact
• Incoming Ticket Trend by Site
• Requests Inflow Trend by Week Day
• Incoming Ticket Count Trend Monthly
• Incoming Ticket Trend by Priority
• Incoming Ticket Trend by Creation Mode
• Call Volume by Hour
• Last 30 days Requests
• Incoming vs Closed Request Trend
• Incoming vs Closed Status

Task Analysis

• Overdue Task Trend
• Additional Spending Trend In Tasks Monthly
• Distribution of Tasks Due Today
• Task Incoming Trend Monthly
• Task Inflow by Priority Monthly Trend
• Task Distribution by Site Trend
• Task Distribution by Site
• Completed Task Count by Owners
• % of Tasks Completed within the Scheduled Time

ServiceDesk Plus MSP

Dashboards

• Requester Dashboard
• Technician 360 View
• Performance Trends Dashboard
• ServiceDesk Manager Dashboard
• Task Details
• Incoming Tickets Dashboard
• CIO Dashboard
• Revenue Dashboard
• Reopened Tickets Dashboard
• Helpdesk Overview
• Ticket Resolution Dashboard
• MSP Dashboard
• Technician Leaderboard
• Task Analysis Dashboard
• SLA Analysis
• Backlog Analysis
• Burn Down and Burn Up Dashboard
• Group History Analysis
• Knowledgebase Dashboard
• Status History Dashboard
• Technician History Dashboard
• Service Request Dashboard

Account Based Reports

• % of Overdue Requests Across Accounts
• Task Volume by Account
• Hours Logged for Each Account - Last 12 Months
• % of SLA Violations
• Escalated vs Total Tickets by Account
• Open Requests and Tasks for All Accounts
• Incoming Requests by Account
• Tasks by Percentage Completion
• Incoming Tasks by Account
• Average Time Spent Per Request - Last 12 Months
• Ticket Volume by Account
• Total Tech Charge Across Accounts - Last 12 Months
• Request Summary by Priority and Overdue Status
• Average Response and Resolution Time Summary
• Escalations by Account
• Incoming vs Resolved Requests Each Month

Strategic Analysis

• Burn Rate
• Backlog Analysis by Customer
• Incoming vs Resolution and Backlog Requests
• Escalated vs Total Tickets by Category
• Incoming, Resolved, Backlog and Same Week Resolution Requests by Month
• % of Reopened Requests
• Request Resolution Time by Age Tier
• Areas with Highest Customer Dissatisfaction
• Escalated vs Total Tickets by Site

Billing Reports

• Closing Balance by Account
• Number of Outstanding Bills Per Account
• Bill Amount Paid - Last 12 Months
• Total Income Each Month - Last 12 Months
• Total Revenue vs Average Revenue
• Expected Revenue vs Actual Revenue
• Billing Amount, Paid Amount and Closing Balance
• Revenue Each Month - Last 12 Months
• Average Income Each Month

Request Reports

• Escalated Requests
• Top 10 Requesters by Highest Resolution Time
• Top 10 Requesters by Most SLA Violations
• Customers With More Than 5 Open Tickets
• Top 5 Customers with Tickets Currently Open
• Request Summary
• Last Activity Report for In Progress Requests
• Closed Requests Trend Report
• Average Resolution Time by Site
• Requests by Site
• Open Request Reports by Site and Priority
• Requesters with more than 5 In-progress requests
• Request Volume by Priority
• Closed Requests by Group
• Average Time To Resolve - Tier Report
• Top 10 Requesters
• Request Volume QoQ Comparison by Group
• Closed Requests - Last Week Vs This Week
• Reopened Requests Count
• Requests Distribution by Service Category
• Tickets by Nature of Request
• Top 5 Sites with Most Open Tickets
• Ageing Report for In Progress Requests
• Closed Tickets - Last week Vs This Week
• Requests Closed by Each Hour
• Tickets Stream - This Quarter vs Last Quarter
• Average First Response Time - Last 30 days
• Request Ageing - In-progess Request more than 60 Days
• Top 5 Service Categories based on Ticket flow
• Top 5 Site with Most Opened Request
• Avg Request Resolution Time Trend
• Top 10 Time Consuming Open Requests
• Completed Requests Trend
• Request Breakdown by Type
• Request Distribution by Mode - Trends
• Request Volume Trends
• Closed Request Trend - Last 4 Weeks​

Project Reports

• % of Overdue Tasks
• Active Milestone Details
• Active Milestones
• Delayed Milestones
• Delayed Projects
• Estimated vs. Actual Cost
• Estimated vs. Actual Hours Spent
• Milestone Burn Up - Daily
• Milestone Burn Up - Monthly
• Milestone Burndown
• Milestone Duration - Estimated vs. Actual
• Milestone Ownership
• Most Expensive Projects
• Pending Milestones and Tasks
• Project Burn Up - Monthly
• Project Burn Up Report - Daily
• Project Completion Overview
• Project Creation Trend
• Project Load
• Project Overview
• Project Progress
• Project Related Task Completion Rate
• Project Summary
• Project Tasks by Status
• Project Timesheet
• Project Timesheet Trend
• Project Workload Split
• Project-wise Task Progress
• Projects and their Related Requests
• Projects by Pending Milestones or Tasks
• Projects Completed Late
• Projects Cost Analysis
• Projects Initiated for a Change Implementation
• Resource Utilization Percentage
• Resource Workload
• Resource Workload This Week
• Site with the Most Open Projects
• Target vs. Actual Milestone Completion
• Timesheet Entries This Week
• Timespent on Projects
• Underestimated Milestones
• Underestimated Projects​​

Status History Analysis

• Avg Number of Status Changes Per Request
• Avg Time Spent in Each Status This Month
• Comparison of Time Spent in Status - This Quarter vs. Last Quarter
• Comparison of Time Spent in Status - This Year vs. Last Year
• MOM Comparison of Time Spent in Each Status
• Most Frequest Status Change - Last 12 Months
• Overall On Hold Time Trend
• Overall On Hold Time Over the Years
• QOQ Comparison of Time Spent in Each Status
• Status Change History of the Top 10 Longest Pending Requests
• Status Change Summary of the Top 10 Longest Pending Requests
• Summary of Status Changes
• Trend of Avg Time Spent in Each Status
• Year-wise Comparison of Time Spent in Status
• YOY Comparison of Time Spent in Each Status​​

Technician History Reports

• Avg Number of Technician Changes Per Request
• Avg Time in Unassigned State
• Avg Time Spent by Technicians
• Avg Unassignment Time Over the Years
• Comparison of Avg Time a Request Stays With a Technician
• Comparison of Avg Time Spent by Technician
• MOM Comparison of Time Spent by Technicians
• QOQ Comparison of Time Spent by Technicians
• Summary of Technician Assignment 
• Tech Change History of Top 10 Longest Pending Requests
• Technician Assignment History for the Top 10 Longest Pending Requests
• Technician Change History
• Technician re-assignment behavior
• Technician Time Spent Analysis
• Trend of Avg Time Spent by Technicians
• YOY Comparison of Time Spent by Technicians​​

Support Group History 

• Avg Number of Group Changes per Request
• Avg Time Spent in Each Group
• Avg Time Spent Without Group Association
• Group Change History
• Group Change History of Top 10 Longest Pending Requests
• Group Re-assignment Behavior
• Group Time Spent Analysis Over the Years
• MOM Comparison of Time Spent in Group
• QOQ Comparison of Time Spent in Group
• Summary of Support Group Assignment Changes
• Summary of Support Group for Top 10 Longest Pending Requests
• Trend of Total Time Spent by Each Group
• YOY Comparison of Time Spent in Group​

Service Catalog Reports

• Trend of Average Turnaround Time by Service Category
• Incoming, Resolved, Backlog and Same Week Resolution Requests by Month
• Re-Opened Service Request Trend
• Average Turnaround Time for Service Requests
• Average Turnaround Time by Service Category
• Average Cost Per Service Request
• Comparison Trend of Incident and Service Requests
• Incoming Trend of Service Requests
• Service Request Ageing Report
• Service Request and Associated Task Details
• Top 10 Requesters by Service Request
• Service Requests within SLA vs Violated SLA
• Top 10 Service Requests by Highest Resolution Time
• Top 10 Technicians by Service Requests Handled
• Top Service Categories
• Trend of Incoming and Resolved Service Requests
• Service Request Backlog
• Top 10 Frequently Used Service Requests
• Least Used Service Requests (Bottom 10)

Technician Reports

• Technician Wise Completion Age Tier
• Technician Load
• Top 5 Technician with the Least SLA Compliance
• Request Completion Trend Report by Technician
• In Progress and Closed Request Comparison- Top 5 Technician
• Top 5 Technicians by Request Load
• Request Summary Report by Technician
• Top 5 Technician by SLA Compliance
• Average First Response Time by Technician
• Top 5 Technicians by Requests Closed
• Time Spent in each mode by Technician
• Technicians with Least Requests Closed (Bottom 5) - Last 3 Months
• Technician Escalation Report
• Technician Workload Report - This month
• Current Open Requests - Technician Wise

SLA Reports

• SLA Violation Percentage by Site
• SLA Compliance Trend
• Recent SLA Violations
• Requests Approaching SLA Violation
• SLA Violation Report by Department
• SLA Report by Technician
• SLA Compliance by Group
• SLA Compliance vs Breached Trend - Last 12 Months
• Performance Timeline
• SLA Deviation
• SLA Violated by Category
• SLA Compliance Trend Reports by Technician
• SLA Compliance Trend Report

Worklog Reports

• Total Hours Logged by Each Site - Last 12 Months
• Worklog by Site and Technician
• Total Charge by Technician - This Month
• Average Time Spent by Site - Last 12 Months
• Average Time Spent by Technician
• Tech vs Other Charge Report - Month wise
• Top 5 Technician by Charges
• Total Charge by Month wise - Last 12 Months
• Top 5 Technician by Worklog Hours
• Total Charge by Site - This Month
• Bottom 5 Technicians by Least Hours Logged
• Top Sites by Hours
• Total Charge by Technician - Month wise​

Knowledgebase Reports

• Most Frequently Used Solutions
• Most Popular Solutions
• Oldest Solutions
• Percentage of Published Solutions
• Solution Creators
• Solution Effectiveness Calculation
• Solution Effectiveness
• Solution Usage - Support Groups
• Solution Usage - Top 10 Techs
• Solutions Approval Split
• Solutions Creation Trend
• Top Solution Contributors
• Topics with Least Solutions

Task Reports

• Status wise task count for In-Progress Request
• Technician Wise Task Count group by Status
• Technician wise open task count categorized by priority
• Bottom 5 Technicians Based On Tasks Handled
• Top 5 Technician by Task Closed
• Group wise Open Task Count
• Site wise Tasks Status

Helpdesk Overview

• Group Based Request Count
• Group Wise Request Count
• Requests by Business Impact
• Ticket Count by Priority and Status
• Week wise SLA breach
• Average Resolution Time for Technicians
• Time To Assign Tickets
• Hours to Complete Since Initial Response
• Last Updated WorkLog
• Requests Unassigned For More Than 30 Mins

Task and Request Analysis

• Resolution Time by Technician and Priority
• Requests by Priority
• Pie Chart of Tasks Which are Due Today
• Escalated Requests by Technician
• Top 10 Customers who escalate tickets often
• Open Request Ageing Tier Chart
• Incoming requests. Today vs Yesterday
• Re-opened Service Request by Weekday
• Escalation Trend- by Technician
• Technician vs Escalated Requests Trend
• Technicians with Tasks Due Today And Tomorrow
• Time to Close Tickets Days Range
• Tasks by Group and Month
• Request Split by Category
• Request Resolution by Group and Priority
• Top 20 Customers- by Most Request Reopens
• Monthly count of tasks by owner
• Reopened Requests Trend by Day of week
• Task Split by Site
• Tasks Closed Over Time by Technicians Group
• Technicians Who Charged Overtime For Tasks
• Escalated Service Requests, by Technician
• Listing of Tasks that are Due Today
• Technician Spending Trend - Based On Additional Cost
• Trend of requests based on category
• Trend of task distribution by site

Frequently Asked Request Reports

• Dashboard With Frequently Asked Reports
• Requests and Request related Tasks Due Today For Each Technician
• Open and Closed Request Count by Day of the Month
• Last Updated Time Report Based On Technician
• Ticket Count by Department and Category
• Requests Due In The Next 48 Hours
• Open tickets by week
• Assignment Time by Technician and Group
• Service Request by Category
• Department vs Total Timespent
• Resolution and Closed Time Based On Group and Priority
• Requests Due Today And Tomorrow
• Request List Based On Group
• Request Details With Time Spent And Technician
• Request Ageing Report by Support Group
• Open and Closed Ticket Count by Group
• Top 10 Requests by Longest Resolution Time
• Closed Tickets Count- Last 6 Months
• Monthly Inflow of Service Requests
• Requests by Department and Category
• Group vs Resolution and Response times
• Total Time Spent by Technician
• Ageing Requests: Ticket Count For Each Open Day
• Request Approaching SLA Violation
• Open and Closed Tickets by Month and Year
• Request Volume Trends by Week and Month

Frequently Asked Task Reports

• Total Timespent by Request
• Task Distribution by Status
• Task Listing With Task Type and Status
• Report With Request And Task Details For Closed Requests
• Task Details with the Related Request ID
• Open Tasks Whose Tickets Have Been Closed
• Task Details With Timespent, Category And Request ID
• List of Tasks Not Created by Task Owner
• Tasks by Month, Group and Owner
• Tasks by Support Rep

Backlog Analysis

• Backlog Trend
• Top 10 Requester Wise Backlog Analysis
• Oldest Backlog Request Details
• Backlog Requests Priority Distribution
• Technician Based Backlog Analysis

Technician Leaderboard

• Top 10 Performers by Ticket Closed- All Time
• Top 10 Technicians by Fastest Average Resolution Time
• Technicians With Least Request Re-opens
• Top 10 Performers by Ticket Closed This Month
• Technicians With Least Escalations
• Top Performing Group
• Top 5 Technicians by Closed Requests Last Month

Performance Trends

• Last 7 Days Performance
• Average First Response Time Trend
• Reopened Ticket Trend
• Escalation Trend- Top 5 Technicians
• Ticket Escalation Trend
• Top Performing Site
• Trend of Avg Time To Resolve Tickets and Its Deviation
• Trend of Avg Time To First Reply and Its Deviation
• Trend of Avg Closing Times and Its Deviation
• Trend of Avg Time To Assign Tickets
• Last 30 Days Reopened Tickets

Incoming Requests Trend Analysis

• Category Wise Ticket Inflow by Weekday
• Category Wise Ticket Inflow by Hour
• Incoming vs Resolved Trend
• Tickets Inflow by Hour of Day
• Incoming Ticket Trends by Business Impact
• Incoming Ticket Trend by Priority
• Incoming Ticket Trend by Creation Mode
• Incoming Ticket Trend by Site
• Call Volume by Hour
• Requests Inflow Trend by Week Day
• Incoming vs Closed Request Trend
• Incoming Ticket Count Trend Monthly
• Incoming vs Closed Status

Task Analysis

• Overdue Task Trend
• Task Distribution by Site
• Distribution of Tasks Due Today
• Task Incoming Trend Monthly
• Task Distribution by Site Trend
• Completed Task Count by Owners
• Additional Spending Trend In Tasks Monthly
• Task Inflow by Priority Monthly Trend
• % of Tasks Completed within the Scheduled Time.

SupportCenter Plus

Dashboards

• CIO Dashboard
• ServiceDesk Manager Dashboard
• Request Inflow Overview
• Support Rep Performance Dashboard
• Request Overview Dashboard
• SLA Analysis
• Support Rep Leaderboard
• Backlog Analysis

Request Reports

• Requests Distribution by Mode - Trends
• Open Requests by Week
• Request Volume QoQ Comparison by Group
• Requests Closed by Each Hour
• Customers with more than 5 Tickets currently Open
• Closed Tickets - Last week Vs This Week
• Request Summary: Priority, Level, Category and Subject
• Request Split by Category
• Requests Inflow Trend - by Week Day
• Ageing Report for In Progress Requests
• Request Volume Trends
• Assignment Time by Group
• Tickets Inflow by Hours
• Average First Response Time - Last 30 days
• Closed Request Trend - Last 4 Weeks
• Requests by Business Unit
• Top 10 Contacts by Requests Raised
• Avg Request Resolution Time Trend
• Open and Closed Ticket Count by Group
• Tickets by Nature of Request
• Ticket Assignment Age Tier
• Closed Requests - Last Week Vs This Week
• Average Time to Resolve - Tier Report
• Closed Requests Trend Report
• Open Requests Report by Business Unit and Priority
• Top 10 Time Consuming - Open Requests
• Request Overview Report
• Contacts with more than 5 In-progress Requests
• Last Activity Report for In Progress Requests
• Open Requests Report by Priority
• Closed Requests by Group
• Open and Closed Tickets by Month and Year
• Request Volume by Priority
• Incoming requests. Today vs Yesterday
• Average Resolution Time by Business Unit
• Request Volume Trends by Week
• Requests Unassigned For More Than 30 Mins

Support Rep Reports

• Group Escalation Report
• Request Details by Oldest Open Requests
• Average First Response Time by Group
• Request Summary Report by Group
• Time Spent by Support Rep based on Request Mode
• Top 5 Support Reps by Request Load
• Average First Response Time by Support Rep
• In Progress vs Closed Requests by Support Rep
• Request Completion Trend Report by Support Rep
• Top 5 Support Reps by SLA Compliance
• Support Rep Escalation Report
• Request Completion Trend Report by Group
• In Progress vs Closed Requests by Group
• Group Based Request Distribution
• Top 5 Support Reps by Requests Closed
• Request Summary Report by Support Rep
• Average Resolution Time by Support Rep
• Current Open Requests - by Support Rep
• Current Open Requests - By Group
• Current Pending Requests - by Group
• Current Pending Requests - by Support Rep
• Support Rep Wise Escalations
• Escalation Trend- Top 10 Reps
• Time Spent by Group based on Request Mode
• Support Rep Load
• Technician Wise Completion Age Tier

SLA Reports

• SLA Violated by Category
• SLA Violated Report by Business Unit
• SLA Violated by Account
• SLA Compliance Trends by Support Rep
• SLA Compliance Trends by Account
• SLA Compliance Trend Report
• SLA Compliance by Group
• SLA Compliance vs Breached Trend - Last 12 Months
• SLA Compliance Trend
• SLA Deviation
• SLA Report by Support Rep
• Requests Approaching SLA Violation
• Recent SLA Violations
• SLA Violation Percentage by Business Unit

Account Reports

• Accounts with Least Escalations
• Account Escalation Report
• Current Pending Requests - by Account
• Request Completion Trend Report by Account
• In Progress vs Closed Requests by Account
• Average First Response Time by Account
• Request Summary Report by Account
• Current Open Requests - by Account

Strategic Analysis

• Time To Close Tickets Based On Range Buckets
• Category Trend
• Avg Time to Assign Requests by Weekday
• Min, Max and Avg Time Taken to Close or Resolve Requests
• Incoming, Resolved, Backlog and Same Week Resolution by Month
• Incoming, Resolved and Backlog Requests Comparison
• Closed and Resolved Requests by Day of the Month
• Escalated vs Total Tickets by Category
• Hours to Complete Since Initial Response
• Tickets Stream - This Quarter vs Last Quarter
• Top 5 Business Units with Most Open Requests
• Areas With Highest Customer Dissatisfaction
• Request Resolution Time by Age Tier
• Burn Rate

Support Manager Reports

• Ageing Requests: Ticket Count For Each Open Day
• Week wise SLA breach
• Open Request Ageing Tier
• Top 10 touchy customers
• Average Assignment Time
• Top 10 Requests by Longest Resolution Time
• Open Requests not Updated in the Last One Month
• Request Approaching SLA Violation
• Escalated Requests by Support Rep
• Ageing Report by Support Group
• Call Volume by Hour This Month
• Request Resolution by Group and Priority
• Ticket Count by Priority and Status
• Requests Due In The Next 48 Hours

Business Unit Reports

• Business Unit and Group Wise Resolution Times
• Incoming Request Trend by Business Unit
• Business Unit with Least Escalations
• Ticket Count by Business Unit and Category
• Avg Resolution Time by Business Unit

Backlog Analysis

• Business Unit Wise Backlog Analysis
• Oldest Backlog Request Details
• Backlog Requests Priority Distribution
• Top 10 Contacts by Backlogs
• Historical Backlog Trend
• Technician Based Backlog Analysis

Technician Performance

• Closed and Backlog Request Comparison - Top 10 Technicians
• Support Rep by Number of Closed Requests
• Technicians With Least Escalations
• Top Performing Group by Shortest Resolution Time
• Top 10 Technicians by Fastest Average Resolution Time
• Top 10 Performers by Requests Closed or Resolved

Performance Trends

• Trend of Avg Time for First Response and It's Deviation
• Trend of Avg Closing Times and Its Deviation
• Escalation Trend
• Top Performing Business Unit
• Trend of Avg Time to Resolve Requests and Deviation
• Trend of Avg Time To Assign Tickets and Deviation
• Average First Response Time Trend

Incoming Requests Trend

• Monthly Inflow of Requests
• Call Volume by Hour of the Day
• Category Wise Ticket Inflow by Weekday
• Incoming Request Trend by Priority
• Category Wise Ticket Inflow by Hour of the Day
• Incoming vs Closed Request Trend
• Incoming vs Closed Status

Opmanager

OpManager Dashboards

• Current alarm snapshot
• Alarm trending
• Performance overview
• KPI Dashboard
• Business View Overview
• Inventory Overview

OpManager Reports

• Devices generating the most alarms
• Fluctuation in alarm volume
• Alarm volume by hour of the day
• Alarm volume by weekday
• Alarm volume by device category
• Top devices by average CPU utilization
• Top devices by average Memory utilization
• Top devices by average Disk utilization
• Alarm acknowledgment trend
• Offline devices
• Alarm trend
• Device performance and standard deviation
• Category wise split of inventory
• Devices by category
• Devices by type
• Business views generating the most alarms
• Devices by vendor
• Availability protocol used
• Devices by polling interval
• Week-wise alarm generation trend
• Most repeated events
• Number of alarms generated each month
• Problematic devices
• Mode of monitoring
• Business view error status
• Business views by device count
• Devices Online
• Business view alarm trend
• Business views by percentage of devices in error
• Business views that need attention
• Category wise alarm trend
• Current alarm status by device type
• Current alarms by device category
• Current alarm status by severity
• Technician wise ownership of alarms
• CPU, memory and disk utilization average
• Alarm trends by severity
• Performance insight
• Devices by probe
• Probe-wise distribution of devices
• % of devices in each probe
• Latest status of business views 

AppManager

AppManager Dashboards

• Alarm history overview
• ESX/ESXi dashboard
• Current alarms snapshot
• Inventory dashboard
• Monitor group overview
• KPI Overview
• HyperV dashboard
• SAP dashboard
• Azure dashboard
• Amazon AWS dashboard
• Performance dashboard

AppManager Reports

• Monitors by slowest response time
• Alarm acknowledgment trends
• Monitor groups by device count
• Monitors by type
• Top monitors by physical memory utilization
• Top monitors by disk utilization
• Alarm distribution by monitor type
• Alarm volume by monitor type
• Avg number of critical devices each month
• Avg number of critical devices per monitor group
• Monitor group alarm trend
• Troublesome monitor groups
• Category wise alarm trends
• Alarms distribution
• Alarm Trends
• Alarm trend by severity
• Monitor groups online
• Monitor groups offline
• Monitor group by device availability
• Monitors online
• Offline monitors
• Alarm volumes by hour of the day
• Alarm volumes by weekday
• Monitor groups generating the most alarms
• Monitor group by percentage monitors offline
• Monitor groups that need attention
• Monitor performance and standard deviation
• Monitors generating the most alarms
• Current status of alarms by severity
• Fluctuation in alarm volumes
• Most repeating alarms
• Problematic monitors
• Week-wise alarm generation trends
• Technician wise split of alarms
• Monitors by health status
• Monitors by availability
• Ports used for monitoring
• Top monitors by CPU utilization
• Monitors by management status
• Current alarm status by monitor type
• Alarm acknowledgment snapshot
• Memory, CPU and disk utilization trend
• Performance insights
• Virtual monitors response time trend
• ESX and VM performance
• ESX and VM memory trends
• HyperV CPU performance
• HyperV memory utilization
• EC2 network traffic
• RDS and EC2, CPU utilization
• Avg EC2 and RDS instances running
• EC2 Disk I/O
• RDS Disk I/O
• RDS network traffic
• SAP utilization
• SAP paging rate
• SAP dialog overview
• SAP enqueue
• Monitors by category
• Azure CPU utilization
• Azure memory utilization
• Azure TCP connections
• Azure network traffic
• Azure performance counters
• Monitors by managed server
• Managed server-wise distribution of monitors
• % of monitors by managed server
• Latest status of monitor groups