STATISTICS AND ANALYTICS
ADVANCED AND INTERACTIVE REPORTING
It is fundamental to understand what happens in my company. Do we have an efficient service? Are our clients satisfied? Are my clients profitable? Are the clients agreements worthwhile?
CUSTOMER PROFITABILITY ANALYTICS
CUSTOMERS
How much does each customer cost me?
How much do I really earn?
How many human resources does each customer consume me?
How long have I been with each customer?
What is the difference between theoretical and real time registered by the customer?
What is the difference between the cost forecast and the real cost?

Listado rentabilidad por Clientes

Gráfica coste-venta-beneficio

Contratos por cliente

Importes venta por cliente

Tickets por cliente

Tiempos por cliente

Beneficios por cliente

Costes estimados por cliente
WHAT INFORMATION DO YOU GET?
Statistics of real profitability of customers, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
Once filtered, the statistics give us the following data:
- Total number of contracts with rewarded tickets
- Total number of tickets
- Total sales amount of active contracts ((annual amount/365)* number of days of the filter)
- Total ticket time (hours)
- Total cost of tickets (hours* cost/agent hour)
- Difference (total sale amount-total cost of tickets)
- % difference (total sale amount-total cost of tickets)
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph, amounts per customer:
- Sale (contracts)
- Actual cost
- Earnings (difference)
- Pie chart:
- Total customers
- Total contracts
- Times used by customer vs. total customers
- Amount of contract per customer vs. total customers
- Cost per customer vs. total cost
- Profit per customer vs. total earnings
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
CONTRACTS
What type of contracts do I offer?
How are they grouped together?
What amount do we invoice by type of contract?
How many tickets are related by type of contract?
How much time do we dedicate by type of contract?
What is the cost per type of contract?
How much do we earn per type of contract?
What contracts does each customer have?

Listado de contratos

Listado de tipo de contratos por cliente

Gráfica de coste-venta-beneficio por tipo de contrato

Tickets totales por tipo de contrato

Tiempos repercutidos por tipo de contrato

Ventas por tipo de contrato

Beneficios por tipo de contrato

Costes por tipo de contrato
WHAT INFORMATION DO YOU GET?
Statistics of real profitability of contracts, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
Once filtered, the statistics give us the following data:
- Types of contracts available
- Total customers passed by type of contract
- Total tickets passed by type of contract
- Total time passed by the type of contract
- Proportional cost by type of contract
- Total sales amount by type of contract ((annual amount/365)* number of days of the filter)
- Difference (total sale amount-total cost of tickets)
- % difference (total sale amount-total cost of tickets)
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph, amounts per customer:
- Sale (contracts)
- Actual cost
- Earnings (difference)
- Pie chart:
- Number of tickets by type or contract
- Time passed by type of contract
- Sales amount vs. total by type of contract
- Amount of contract vs. total type of contract
- Contract cost vs. total cost by type of contract
- Contract benefit (sale-cost)
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
CONTRACT CONCEPTS
A concept of contracts is the grouping of several types of contracts into one.
For example, we have the following contracts for a customer:
- 2 x Virtualization Base Server Agreement
- 2 x SLA-1 commitment Agreement
- 10 x Windows virtualized server contract
- 10 x Windows Open license agreement
- 1 x SLA-II commitment agreement FS server
- 1 x SLA-III commitment contract for other servers
- 8 x SLA-III commitment contract for other servers
- 2x Warranty + Services Extension Contract (HP)
When a technician registers a service, it is very likely that there are several types of contracts that come together (these will include previous contracts). Therefore, we can create two concept of contracts named:
- 2 x Base virtualization servers contract with SLA-I
- 2 x Contract virtualized Windows servers with SLA-II
- 8 x Contract virtualized Windows servers with SLA-III
Regardless of the fees we invoice, both the customer and agents and supervisors will have an easier allocation; for the customers’ account managers, they will have access to customers’ accounts to see in a globalized way the strengths and the weakness of our relationship with customers.
WHAT INFORMATION DO YOU GET?
The same as with the “Contracts” option, but being grouped into “Contract concepts”.
ESTIMATED PROFITABILITY
What deviations exist between what I have planned and what is real per customer?
How many actual hours vs. estimated hours have I passed on per customer?
What deviation of hours per customer have I had?
What actual cost vs. estimated cost do I have per customer?
What cost deviation per customer have I had?

Listado de rentabilidad estimada

Gráfica rentabilidad coste-venta-beneficio
WHAT INFORMATION DO YOU GET?
Statistics of real profitability of contracts, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
Once filtered, the statistics give us the following data:
- List of active customers
- Number of contracts per customer
- Number of concepts per customer
- Total number of tickets passed by customer
- Estimated time of tickets per customer (hours)
- Total time passed on to tickets (hours)
- Estimated cost of tickets (estimated hours* cost/agent hour)
- Actual cost of tickets (hours* cost/agent hour)
- Cost deviation (real vs. theoretical)
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph, amounts per customer:
- Sale (contracts)
- Actual cost
- Earnings (difference)
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
AGENT ANALYTICS
PROFITABILITY OF AGENTS
Which agents are more productive?
Which agents generate the most billable tickets?
What is the workload of the agents?
How many resources do I need to serve my customers?

Listado de agentes

Gráfica de rentabilidad por agente

Tiempo total por agente

Costes medios por ticket y agente

Costes por agente

Listado de tickets por agente
WHAT INFORMATION DO YOU GET?
Real agent profitability statistics, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
Once filtered, the statistics give us the following data:
- List of active agents
- Total recorded time per agent
- Total number of closed tickets per agent
- Total number of billable tickets closed per agent
- Total cost of tickets (hours* cost/agent hour)
- Average cost per ticket (hours* cost/agent hours)
This list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph, by agent
- Time (hours)
- Total cost
- Average cost per ticket
- Number of closed tickets
- Pie chart:
- Tickets closed by agent
- Agent work times
- Average costs per ticket and agent
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
AGENTS EFFICIENCY
Do the agents meet their schedules?
How many tickets is each agent capable of managing?
Which agents close tickets faster?
What is the average time per ticket and agent?
Which agents are the most efficient with their time?

Listado de agentes

Gráfica de tiempos y tickets por agente

Tickets por agente

Tiempos por agente
WHAT INFORMATION DO YOU GET?
Statistics of work efficiency by agents, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
Once filtered, the statistics give us the following data:
- List of active agents
- Theoretical working time per agent
- Total recorded time per agent
- Total number of closed tickets per agent
- Average work time per ticket and agent
- Minimum working time on ticket per agent
- Maximum working time on ticket per agent
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph, by agent
- Time (hours)
- Number of closed tickets
- Pie chart:
- Tickets closed by agent
- Agent work times
- Average costs per ticket and agent
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
TICKET REOPENINGS
What is the most recurrent reason for reopening?
To which agents or groups of agents are the most tickets reopened?
What ratio is there between worked and reopened tickets?
What incidents are most generated in a customer?
What incidents are most generated in an agreement?

Listado de reaperturas por motivo y agente vs total de tickets

Gráfica de ratio de tickets reabiertos por agente

Gráfica de motivos de reapertura

Tickets cerrados por agente

Tickets reabiertos por agente
WHAT INFORMATION DO YOU GET?
Ticket reopening statistics by agent and reason, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
Once filtered, the statistics give us the following data:
- List of active agents
- Reopening reasons
- Number of closed tickets per agent
- Total number of reopened tickets by reason and agent
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph
- Ratio of closed tickets vs. tickets reopened by agent
- Reopening ratio per customer
- Pie chart:
- Tickets closed by agent
- Tickets reopened by agent
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
CUSTOMER SATISFACTION
What do my customers value of my company?
How do you rate my satisfaction KPIs (configurable)?
Which agent receives the best and worst rating?

Listado de agentes y valoraciones

Gráfica valoración por agente (con KPI's)

Tickets cerrados por agente

Tickets valorados
WHAT INFORMATION DO YOU GET?
Customer evaluation statistics, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
Once filtered, the statistics give us the following data:
- List of active agents
- Number of closed tickets
- Number of tickets valued
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph
- Ratio of closed tickets vs. valued tickets
- KPIs chart
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
TICKET ANALYTICS
BILLABLE TICKETS
What tickets have the agents indicated that are billable?
How do I submit proof of hours spent by email or on paper?
How do I keep monthly control of what I have to bill each customer?

Listado de tickets facturables por cliente y fechas

Exportación tickets facturables en Excel

Exportación tickets facturables en PDF

Impresión de resumen de tickets facturables por cliente y fechas
WHAT INFORMATION DO YOU GET?
List of billable tickets, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
- Status (one or more) of the ticket
Once filtered, the list give us the following data:
- List of customers with billable tickets by dates
- Number of billable tickets per customer in the range
- Export buttons to PDF, Excel and print
TICKET CONTROL
Do I have full control over open and closed tickets?
Can I foresee deviations in the tickets?
How many calls and time do I spend per ticket?
How many e-mails have I sent per ticket?
What tickets have been valued, reopened and which are billable?
Which agents have intervened in a ticket?

Listado de control de tickets (superior)

Listado de control de tickets (inferior)
WHAT INFORMATION DO YOU GET?
Statistics of work efficiency by agents, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
- Status (one or more) of the ticket
Once filtered, the statistics give us the following data:
- List of tickets by state and date
- Customer, subject and ticket status
- Agents who have intervened
- Total time charged to the ticket, by date
- Emails sent and calls made (answered and not answered)
- Time in calls and rest
- Additional Information
SLA AGREEMENT
Do I have overdue tickets that have breached an SLA?
How long am I breaching the SLA?
Am I breaching the SLA at the time of intervention or resolution?
Do I usually have incidents with SLAs?

Listado de verificación de tickets con SLA

Ratio de tickets atrasados vs puntuales

Ratio por tipo de incumplimiento de SLA
WHAT INFORMATION DO YOU GET?
Compliance control of agreements subject to SLA, of tickets, filtered by:
- Customers (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets including those who are labelled
- Non-labelled tickets (excluding labels)
- Date range (required)
- Status (one or more) of the ticket
Once filtered, the statistics give us the following data:
- List of tickets according to filters
- Associated customer, subject and ticket status
- Check control of «late»
- Delay or advance time in intervention (first intervention in the ticket)
- Delay time or advance resolution (ticket closing)
- “NOT APPLICABLE” information when the contract does not include an SLA clause
- Possibility of including SLA clauses in the contract for both intervention and resolution
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph
- Delayed vs. punctual ticket ratio
- Pie chart:
- Type of delay (by intervention or resolution)
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)
TIMELINESS, WITHOUT SLA
Are my agents fast to serve customers?
Are they attended within a reasonable time?
Are incidents solved in an acceptable time?

Listado de puntualidad en intervención y resolución de tickets

Ratio de tiempos medios de intervención y resolución de tickets
WHAT INFORMATION DO YOU GET?
Statistical compliance with punctuality standard, filtered by:
- Clients (one, several or all)
- Agents and groups (one, several or all)
- Contracts and concepts (one, several or all)
- Tickets that include certain labels
- Tickets do not include certain labels (excluding labels)
- Date range (required)
- Status (one or more) of the ticket
Once filtered, the statistics give us the following data:
- Customers
- Current ticket status
- Check control of «delayed»
- Intervention time
- Resolution time
- Time colors (red / green) to indicate if global Quality or Services parameters are met (company configuration)
The list allows us to obtain the following graphs:
- Grouped and individual visibility
- Bar graph of average intervention times and resolution by number of tickets
- Export of list to graphic (PNG, JPG) and file (Excel, CSV)