AL: Employee User Metrics Report

The Employee User Metrics Report provides information about user engagement with ALICE.  

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, Guest Services, Housekeeping, or Preventative Maintenance only.

Terms & Definitions:

 

Total Tickets Created per Employee	Number of All Tickets, Guest Requests and Internal Requests created by user.
Total Closing Tickets per Employee	Total number of Guest Request and Internal Request tickets closed by user.
Average Time to Accept per Employee	Average response time by user. Measures the average time between ticket creation and the first status change of tickets where they are the assignee. (hh:mm:ss)
Average Time to Complete per Employee	Average time to close a ticket. Measures the time between the first status change and the last time the ticket is closed for tickets where they are the assignee. (hh:mm:ss)
Active ALICE Users at Property	List of all active users in the property account.
Deactivated or Deleted ALICE Users at Property	List of all deactivated or deleted user accounts in the property account.