UVDESK Open Source Report Guide

The UVDESK Open Source Insights Module helps administrators easily follow the status of tickets, resolutions and performance of the agent over time.

It provides detailed reports on new resolved tickets, unanswered and waiting for better and more efficient support management.

Administrators can quickly download reports in PDF format and adjust the view of a default week to any personalized dates range.

Visual graphics show ticket trends by channels, priorities, status and countries for better understanding and analysis.

The module also highlights the most efficient agents and accurately follows the response times for better performance assessment.

Advanced filters make it possible to sort the reports by agent, customer, team, type, priority and source for a more precise analysis.

NOTE – To use this report information module first, you should need to install UVDesk Open Source Helpdesk.

• Follow the statements of the tickets, resolutions and performance of agents with detailed reports.
• Consult the new, resolved, unanswered and waiting tickets in one place.
• Download the news reports instantly in PDF format for easy sharing.
• Adjust the report dates beach to analyze specific periods.
• Monitor the agent’s workload by following the tickets allocated and resolved.
• Identify the best efficient agents depending on the efficiency of ticket management.
• Compare the response times with the monitoring of the first and the fastest responses.
• Display ticket trends using easy -to -read graphics reports.
• Filter reports by agent, customer, team, type, priority and source.
• Analyze ticket data by channels, priorities, status and countries.
• Follow the tickets pending with clear graphics information.
• Get better information with detailed and organized reports.

1. In the root of your UVDESK project, go to the apps folder and create a new repertoire called UVDESK.
2. Inside the UVDESK directory, you need to place the insights report package that contains the application.
3. Then run the commands below to complete the configuration of the project root directory.

$ php bin/console uvdesk_extensions:configure-extensions

$ php bin/console assets:install

$ php bin/console doctrine:migrations:diff

$ php bin/console doctrine:migrations:migrate

Once your packages have been successfully configured, they are ready to be used.

After having managed to install the UVDESK open source insights module, it will appear in the UVDESK dashboard with its icon.

By sailing towards the ‘Report informationIcon, administrators can follow the condition of the tickets and compare the performance of the agent.

Here, the administrator can see new, resolved, unanswered and pending tickets in one place, as well as average tickets by agent.

He can also consult the fastest ticket measures and average ticket measures, including the fastest response, the fastest first response, average response and first average response.

In addition, the administrator can display the total number of channel tickets and priorities for better monitoring and better management.

A dedicated graph is available for the total tickets closed by country and tickets per country. It helps administrators to monitor the generation and management of tickets by country.

Administrators can display a graph for total status tickets, showing the details of the open, closed, responded and pending tickets.

In addition, he can see the number of tickets classified by type of tickets under the graph entitled No. tickets by type of ticket.

In addition, administrators can follow tickets pending by the best agents and the total tickets assigned to the best agents thanks to graphic reports.

Here, it visually displays open and waiting tickets with agent names and automatically highlights your five best performance agents.

Administrators can download the reports generated in PDF format and define the data view of one week by default on any date of the calendar.

To download the PDF of the reports generated, the administrator just needs to click on the dedicated button in the shape of a “download report” arrow in the upper right corner.

So, that’s it for the UVDESK Open Source Insights module, if you still have questions or concerns, please raise a ticket on the UVDESK assistance panel.