Service Desk 2.0 users can evaluate the quality of request processing and the effectiveness of service delivery on the ServiceDesk > Reports and Charts page. Here, the following reports are available on separate tabs:
- General. Reports on the number of requests by service and customer satisfaction levels.
- Employee Workload. Assesses operator performance.
- Request Statistics. Tracks trends in request processing.
- Article Statistics. Shows the number of articles and their usage by operators.
- Cost of Services. Evaluates the profitability of provided services.
- SLA. Monitors the occurrence and frequency of technical failures in service delivery.
- Activities. Collects data on operators’ planned vs. actual working time.
- Performance. Shows request processing time.
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