Analyze team performance with reports

Reports give you a clear, visual way to see how your team is doing and spot trends in your support work. They make it easy to track things like workload, customer satisfaction, and request resolution – plus, you can use the built-in reports or create your own to focus on what matters most to your team.

Default reports

Your project comes with some default reports, including:

• Workload – shows the number of requests assigned to your agents.

• Satisfaction – displays the average customer satisfaction rating (based on your customer satisfaction survey).

• Requests deflected – tracks how often customers read support articles and didn’t raise a request.

• Requests resolved – shows the number of requests resolved.

Default reports can’t be changed, but they provide valuable insights into your team’s performance.

カスタム レポートを作成する

Custom reports let you track specific team goals or metrics. You can edit existing custom reports or create new ones. Examples include:

• 作成済 vs 解決済

• Time to resolution

• SLA達成 vs 不履行

• Incidents by priority

• Service requests by type

Custom reports allow you to add and filter series, so you can focus on the data that matters most to your team.

カスタム レポートを作成する方法

1. In your project, select Reports.

2. Select Create new report

3. Enter a Name for your report.

4. Select Add series.

   • A series is a set of data points used to build a report, e.g. the number of requests received each day over a week. Add multiple series to a report to compare different metrics or trends.

5. Under Series, choose a data point or metric.

6. Add a label and select a color for the series.

7. Optionally filter the series using the provided filters, or switch to JQL for more advanced filtering.

8. 追加 を選択します 。

9. Repeat steps 4–8 to add up to 20 series to your report.

10. [作成] を選択します。