View Guest Request and Internal Request activity by ticket creation date.
User Type & Roles:
To perform this action in ALICE, the user must have at least Employee User Type access.
The user must also have the following settings within Roles enable.
- Access to Reports tab.
- Access to View Reports.
Things to Consider:
- Time filter defaults to Last 30 Days. Change the timeframe using the dropdown.
- This report is available to customers who have purchased Service Delivery only.
- Pie and bar charts are available in a table format as well. Select the table icon on the upper right-hand corner of the panel.
Terms & Definitions:
| Total # Internal Requests by Date Created | Total number of internal requests created in ALICE, within the time frame. |
| Total # Guest Requests by Date Created | Total number of guest requests created in ALICE, within the time frame. |
| Tickets Created by GM/Total Tickets Created by Date Created | This panel pulls in any tickets created by a user who has a title/position in:
|
| Time to Accept Internal Tickets by Created Date | The percentage of internal tickets that were accepted within different intervals of time. |
| Time to Accept Guest Tickets by Date Created | The percentage of guest tickets that were accepted within different intervals of time. |
| Time to Accept ALL Tickets by Date Created | The percentage of guest and internal tickets that were accepted within different intervals of time |
| Time to START Internal Tickets by Date Created | The percentage of internal tickets that were started within different intervals of time. |
| Time to START Guest Tickets by Date Created | The percentage of guest tickets that were started within different intervals of time. |
| Time to START ALL Tickets by Date Created | The percentage of guest and internal tickets that were started within different intervals of time |
| Internal Labor Time by Date Created | The percentage of internal tickets that were in progress for different intervals of time. |
| Guest Labor Time by Date Created | The percentage of guest requests that were in progress for different intervals of time. |
| Total Labor Time ALL Tickets by Date Created | The percentage of guest and internal tickets that were in progress for different intervals of time. |
| Time to Complete Internal Tickets by Date Created | The percentage of internal tickets that were closed within different intervals of time. |
| Time to Complete Guest Tickets by Date Created | The percentage of guest tickets that were closed within different intervals of time. |
| Time to Complete ALL Tickets by Date Created | The percentage of guest and internal tickets that were closed within different intervals of time. |
| Hourly Distribution of Guest Requests by Date Created | Counts the amount of guest requests created every hour, which offers insight on how to properly staff the operation. The column chart will only show a count for the hours in which users have created tickets. |
| Hourly Distribution of Internal Requests by Date Created | Counts the amount of internal tickets created every hour, which offers insight on how to properly staff the operation. The column chart will only show a count for the hours in which users have created tickets. |
| Number of Tickets Created by Employee by Date Created | Amount of tickets created by each employee, within the time frame filtered, in a horizontal bar chart. It indicates the username and exact amount of tickets created. |
| Top 20 Requests - Guest by Date Created | 20 most popular guest requests in ALICE. The data is grouped into the following columns: Department: The department name Service Name: The request type name (displays as the ticket name) Item: The option selected in the Item field Total Tickets: The total number of tickets created within the time frame requested Average Response: The average response time in minutes Average Resolution: The average resolution time in minutes |
| Top 20 Requests - Internal by Date Created | 20 most popular internal tickets in ALICE. The data is grouped into the following columns: Department: The department name Service Name: The request type name (displays as the ticket name) Item: The option selected in the Item field Total Tickets: The total number of tickets created within the time frame requested Average Response: The average response time in minutes Average Resolution: The average resolution time in minutes |
| Time to Close Guest Requests (in Minutes) by Department by Date Created | Completion statistics of guest requests by department. The information is grouped into the following columns: Facility: The department name Time: The average completion time in minutes The rest of columns are time intervals |
| Time to Close Internal Requests (in Minutes) by Department by Due Date | Completion statistics of guest requests by department. The information is grouped into the following columns: Facility: The department name Time: The average completion time in minutes The rest of columns are time intervals |
| Average # of Guest Tickets per Occupied Rooms by Reservation Date | |
| “Other” Tickets |
Comments
0 comments
Article is closed for comments.