Metrics Reports
Folks:
Back in July, 2009, Kyle mentioned that he might get around to putting together some kind of metrics reports. Has this been done? If so, I don't see the functionality anywhere on the current system.
Just to let you know, I like your framework--you're definitely heading in the right direction--but without some kind of feature/function to capture metrics and run trending reports, I can't use your system. In fact I would generalize and say MOST Support managers could not use your system without some kind of reporting ability.
Please let me know if you have any kind of data and metrics capturing and reporting facility, even if its an export to excel. Thanks.
Brad
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1 Posted by Will on 17 Feb, 2010 12:45 AM
Hey Brad.
Reporting hasn't been completed just yet. This is something we are currently working on and hope the release in the next update of Tender Support.
Is there anything specific you are looking for?
Would you like us to notify you of when it is in experimental/testing phases and about to be released?
2 Posted by Brad Brown on 17 Feb, 2010 12:59 AM
Hey Will,
Appreciate you getting back to me so quickly.
So first, when is the next update scheduled to be released?
I don't think I'm looking for anything unusual; that is, I need the standard metrics reports any Support manager would need: number of issues (tickets) parsed by time (days/weeks/months/quarter and so on), by customer/company; open vs. closed issues; closed issues by support rep; number of issues by type (this would probably take a customer field with predefined categories for customers to designate their type of issue); type of customer (again, probably means ability to capture metrics from custom field); case age, would be good; way to measure where or how issues resolved, that is, by support or engineering or ops and so on. Stuff like that.
Beyond that, it would be good to be able to measure how many or what percent of issues are being handled by " the community" vs. the support team. I'm not sure how you would capture this metric, but if you want to see it done, check out Helpstream. they've got awesome charts and graphs in this area. BTW, some way of getting charts and graphs would be good, even if its just exporting to excel.
That's just off the top of my head. Thanks for your help.
Brad
________________________________
From: Will <[email blocked]>
To: [email blocked]
Sent: Tue, February 16, 2010 4:45:25 PM
Subject: Re: Metrics Reports [Questions]
Support Staff 3 Posted by Courtenay on 17 Feb, 2010 01:12 AM
Thanks for the feedback. The first phase will be a basic data export; we're doing something like the requirements listed here: https://help.tenderapp.com/discussions/suggestions/358-reporting-re...
If you have a tender site, I can add you to the reporting beta so you can get access to the features as we build them.
4 Posted by Brad Brown on 17 Feb, 2010 01:41 AM
Yes, I have a trial account, so please add the following to your reporting beta:
http://oneroof.tenderapp.com/
Thanks!
Brad
________________________________
From: Courtenay <[email blocked]>
To: [email blocked]
Sent: Tue, February 16, 2010 5:12:26 PM
Subject: Re: Metrics Reports [Questions]
5 Posted by Jack O. on 18 May, 2010 03:43 PM
Hey Courtenary,
I'd love to be included in the reporting beta. This is a critical area for us, and I really need to see what this is going to look like before deciding on Tender vs. competitor.
Our Tender is http://swaptree.tenderapp.com
Looking forward to the new release!
6 Posted by Justin on 18 May, 2010 05:38 PM
Hi Jack,
We're going back to the drawing board with reporting. While we realize this might be an inconvenience for some of our customers who were really wanting this feature, we feel it's important we get it right and we don't feel the limited beta we ran did that. It's one of the reasons we only gave very limited access.
We have made progress on the new version of reporting, but it's also competing with other features and fixes in terms of dev-time. This is something we really want to get live for everyone, but when it goes live we want to make sure we have it right.
Thanks for your understanding.
7 Posted by Bill on 14 Jun, 2010 07:00 PM
Hi, is there an update to this? Are reports available showing KB/FAQ metrics?
8 Posted by Will on 14 Jun, 2010 07:24 PM
Hey Bill. We're still working on our reporting system. The first implementation probably will no include kb/faq data, although we are tracking searches and other items in the system now, so it will be easier to provide reporting for such items down the road.
9 Posted by Josh on 16 Jul, 2010 05:05 PM
Any update on this? Basic case metrics is critical for us as we currently have that with our existing system.
10 Posted by Will on 16 Jul, 2010 06:56 PM
It's still in the works. We hope to have something to ship in the next 2 weeks.
If you have any feedback on the type of data you're looking for in your basic case metrics, please let us know. We're checking over the data this week while we roll over our javascript library to handle the graphing UI.
11 Posted by Joshua D. Blank on 19 Jul, 2010 05:03 PM
Will,
Here is some of the data that we look at weekly:
1. Cases Opened per week (or customized time period) [we take this data and then apply it to number of site users that week to make sure we have not introduced something that spikes our support needs]
2. Case aging per time period 1 day old, 3 days old, 1 week, 1 month, > 1 month, etc
3. Average Response Time
4. Average Time to Close
6. Cases by type (would need tagging for this but understand that will never happen)
Josh
12 Posted by Will on 19 Jul, 2010 11:06 PM
Thanks for the extra feedback.
13 Posted by Brad Brown on 19 Jul, 2010 11:26 PM
Please remove me from this distribution list since I'm not using the application
anymore. Thanks.
Brad Brown
________________________________
From: Will <[email blocked]>
To: [email blocked]
Sent: Mon, July 19, 2010 4:08:48 PM
Subject: Metrics Reports [Questions]
14 Posted by Will on 18 Aug, 2010 10:20 PM
http://hoth.entp.com/2010/8/17/reports-for-your-tender it's out!
Will closed this discussion on 18 Aug, 2010 10:20 PM.