Time Spent on Requests
A set of nine reports has been added to the ‘Reports’ section of the Analytics console. These reports use the time entries of the specialists who filled out the Time spent field in requests.
The nine new reports are:
- Time Entries on Requests
- Time Entries on Requests by Team
- Time Entries on Requests by Member
- Time Spent on Requests
- Time Spent on Requests by Team
- Time Spent on Requests by Member
- Cost of Time Spent on Requests
- Cost of Time Spent on Requests by Team
- Cost of Time Spent on Requests by Member
The first 3 reports may be a little unexpected. They show the number of time entries that were generated for requests. This can help organizations track the number of times their specialists interacted with a request. Counting the number of interactions can be more interesting than the total time that was spent, or even the cost of time spent, for organizations that provide first line support for external customers and invoice their customers based on the number of times their service desk analysts have worked on requests.
The last 3 reports represent 4me’s first small step into the domain of financial reporting. Because they can be filtered by service, these reports should be quite valuable for service owners. These reports can also be filtered by team, effort class, customer and organization of the person who registered the time.
These reports could be considered sensitive. That is why the ability to drill down into the time entry records from these reports has not been enabled. Most of them are also disabled by default. The exceptions are the 1st, 2nd, 4th and 5th report.