Reporting based on Business Hours
Hello Tender Support peps.
We, as a software business, use Tender for it's online support functions and think that it is great. The one thing that we are starting to see as more of a big deal now is the accuracy of the reporting as far as performance goes. We base our goals as a support unit off of these reports, so this is important to us.
The challenge we are running into is reports like response times and how long it takes to close a discussion do not take into account of the times that we are not working and so the accuracy of the reports fluctuates. For example, if there is a higher than usual number of people that start discussions over the weekend, it's going to throw off the response times and time till closed.
My suggestion is that there be specific days of the week and time ranges that you can set for your "open hours", and any time outside of those times will not be accounted for in the reporting. This would allow businesses that are using Tender, such as ours, to accurately measure how our support is doing and also, be able to confidently set goals for improvement.
Thoughts?
Discussions are closed to public comments.
If you need help with Tender please
start a new discussion.
Keyboard shortcuts
Generic
| ? | Show this help |
|---|---|
| ESC | Blurs the current field |
Comment Form
| r | Focus the comment reply box |
|---|---|
| ^ + ↩ | Submit the comment |
You can use Command ⌘ instead of Control ^ on Mac
1 Posted by Tim on 07 Oct, 2011 07:35 PM
Hi Chase,
Allowing user to set specific ranges for their reports is definitely a good idea, and something we've considered. We do not have a milestone scheduled for updating the reports, but when we do, we will definitely run custom timeframes through the ringer with the dev team to assess its viability.
Thanks!
Tim
Amanda closed this discussion on 13 Oct, 2011 09:00 PM.