Evaluating Staff Performance
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).
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.
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.
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.
Blue colour indicates SLA maintained.
Red indicates SLA not maintained or overdue tickets.
Twitty Twitty
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