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Evaluating Staff Performance

On June 17, 2009, in Vision Helpdesk Features, by Vision Helpdesk

Vision 2.0 gives you accurate graphical reports to evaluate staff’s current month performance.

Staff Performance is combined result of various reports listed below –

Last 7 Days Activity
Work Report
Ticket Performance Report
SLA Maintained

Last 7 Days Activity:

This is a matrix report that gives you staff’s last seven days ticket activity (How many tickets were replied, put on awaiting and closed).

Last 7 Days Activity

Work Report:

This is a statistical report that gives in site of staff’s work done in current month — example; How many hours staff was online, How many tickets replied, closed and How many KB articles, News, Downloads etc added.

Work Report

Ticket Performance Report:

This is a line graph (Time Scale vs Tickets Solved) — This graph tells you how efficiently staff is replying tickets a average of total tickets vs total replied tickets is calculated which gives overall ticket solving speed performance.

Performance Report

The red line in graph shows upper limit of time — that means anything above red line is worst response time by staff, Blue line indicates Average response, and gray line indicates Best performance.

SLA Maintained Report:

This is a pie chart that gives exact number of tickets solved in current month and percentage amount of tickets that were replied with in SLA.

SLA Report

Blue colour indicates SLA maintained.

Red indicates SLA not maintained or overdue tickets.

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1 Response » to “Evaluating Staff Performance”

Groundbreaking Vision Helpdesk 2.0.0 Stable Version Released!! | Vision Helpdesk says:

August 7, 2009 at 3:44 am

[...] More Graphical Reports & Staff Performance Reports — With the help of rich GUI including charts, figures & table of contents – Vision generates accurate report on run time for — [...]