This introduction will help users to learn about using KPI metrics in reports using the TDNext interface. The user must have TDNext and ticketing or Analysis app access.
Overview
When building a Ticket report, there is a set of reporting columns for metrics or KPIs. These are calculations that are designed to provide information based on the amount of time that has passed between certain actions occurring on the ticket.
Where to Find This
This feature appears in the TDNext interface.
Navigate to ticket reports following these paths:
- TDNext > Tickets > [report] > Actions > Edit
- TDNext > Analysis > [report] > Actions > Edit
Using Metrics and KPIs in Ticket Reports
Each metric allows you to choose between the absolute amount of hours between the chosen actions, or the amount of time in operational hours.
For a full list describing all the metrics available when building the report, click on the Help button at the top of the report builder page.
The actions available to report on vary from Create to Init(ial) Assign to Respond to Respond By. Again, each Metric can be selected based on whether you want the report to return results based on absolute hours (which means all the time from the moment the first action occurred to the time the second action occurred), or operational hours (which is only the amount of operational hours that have passed from the first action happening to the second action).
Gotchas & Pitfalls
It should be noted that the Metric/KPIs are updated on a nightly (24/hr) basis, so immediate changes to tickets that you know have occurred may not be reflected completely until the next day.