Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Agent Reports

Click 'Admin Panel' > 'Reports' > 'Agents'

• ‘Agents’ are staff members and admins. Agent reports provide info on the number of tickets that are open, closed, assigned, paused and overdue for each staff member.

• Report also include information on billable time, time spent per ticket, material costs and billable time.

• You can generate a report for all staff or for a single staff member. Reports can be exported to PDF and CSV formats.

Create an agents report

• Open the admin panel (See the last link on the left)

• Click 'Reports' > 'Agents'

• Period: The default report period is from the first day of the current month to the current date. You can choose a different period by modifying the dates in the 'From' and 'To' fields.

• Agent: Choose the staff member on whom you want to generate a report. Leave as 'Select Agent' to generate a report on all staff.

• Click the 'Go!' button to generate the report for the selected period and filter.

• Agent: The name of the staff member.

• Open: Number of tickets assigned to a staff member and in open state.

• Closed: Number of tickets assigned to the staff member that have been closed.

• Assigned: Total number of tickets assigned to the staff member.

• Overdue: Number of tickets assigned to the staff member and not closed within the stipulated time.

• Paused: Number of tickets paused temporarily by the staff member.

• All tickets: Total number of tickets assigned to the staff member (sum of open and closed tickets).

• Billable Time: Time spent on tickets by the staff member which can be charged to the customer.

• Spent Time: Total time spent resolving tickets for the by the staff member.

• Materials: The total cost of materials used in tickets worked on by staff members.

• Billable Time Cost: The total charge for time listed in the 'Billable Time' column.

Download the Report

• You can download reports in PDF and CSV formats.

• Click 'Export to PDF' and/or 'Export to CSV' at the top of the table to obtain reports.

Scheduled Reports

• Allows you to schedule automatic reports and configure recipients.

• Click the icon  beside 'Scheduled Reports' to schedule a report and configure recipients. See 'Scheduled Reports' for more details.