Various Helpdesk Reports

[mariskak]

I am really hoping someone can assist me. My SQL skills are shocking.

I need to create the following reports, but have no clue how to do it.

FOR THE ENTIRE HELPDESK

1. Average Closure Times for a user defined period for the following:
• Average closing times for the entire helpdesk per Priority – IE: High/Medium/Low
• Average closing times for the entire helpdesk per category/ticket type
• Average closing times per agent per priority
• Average closing times per agent per category/ticket type

2. Total calls logged per category/ticket type for a user defined period.

3. Total calls closed and still open per category/ticket type for a user defined period.

4. Top 10 call Category/Ticket Type for number of tickets logged for that specific type for a user defined period

5. A report that can show us all the calls logged for a specific category/ticket created by a specific user

REPORTS FOR AGENT/TECHNICIAN ASSESSMENT


6. Average Closure Times for a user defined period for the following:
• Average closing times per agent per priority
• Average closing times per agent per category/ticket type

7. Total calls closed and still open per category/ticket type for a user defined period.


8. Average call closure times for tickets per agent

[tbrower]

I would also like these typical reporting capabilities to measure the service desk... Please assist us you SQL Shaman out there! 🙂