Reports

Reports

Reports answer the questions that come up in trust SLT meetings:

• “Are we meeting our SLAs?”
• “Which department has the deepest queue?”
• “Are tickets being resolved faster or slower than last term?”
• “What’s the breach rate on our priority-1 incidents?”
• “Which categories of request are growing?”

Pre-built reports

Report	Answers
SLA performance	First-response and resolution breach rate by dept, by month
Queue depth	Daily snapshot of open tickets by dept, last 90 days
Agent throughput	Resolved-tickets-per-agent by week, by dept
Satisfaction	Thumbs-up/-down on resolved tickets, trend
Top requesters	Who raises the most tickets (sometimes useful, sometimes alarming)
Top assets	Which assets generate the most tickets (often the answer to a problem record)
Volume by template	What people are actually requesting
Aging analysis	How long tickets sit at each status

Each pre-built report has filters (date range, dept, school) and exports to CSV / PDF.

Custom report builder

For anything not covered, the report builder is in the agent shell (/agent/reports/builder). It’s a faceted query builder:

1. Pick the entity (ticket, change, problem, asset, person)
2. Pick the columns
3. Pick the filters
4. Pick the grouping
5. Pick the chart type (table, bar, line, pie, none)

Save the report to share with your team or pin to your dashboard.

Scheduled reports

Any saved report can be scheduled to email itself to a list of recipients on a cadence (daily / weekly / monthly). Common uses:

• Weekly SLA performance to the IT lead
• Monthly queue-depth summary to the trust IT director
• Termly governance report to the Board

The recipient gets a PDF + a link to the live report.

What reports don’t cover

Reports give you numbers. They don’t tell you why. A high breach rate could mean an under-resourced team, or an SLA that’s too aggressive, or a particular agent struggling, or a vendor outage swamping the queue. Use reports to spot patterns; use conversation to explain them.

Privacy

Reports respect departmental scoping — agents see only their own dept’s data unless they have the cross-dept reporting permission. Exports inherit the same scoping.