My statistical overview

My statistical overview is accessed from the body of the staff home page, or from the menu list under Home, if your System administrator has given you access to this function (by granting access to My statistical overview in the Reporting group of their signon’s Functions tab). It is normally available to all levels of user.

My statistical overview provides staff with a number of statistical reports that not only satisfy their curiosity as to the amount and types of work they have been doing, but also provides a valuable way they can check that they have remembered to include all of their work (My time recorded summary may also be helpful int his regard).  It provides totals for how questions arrived, and what types of questions were handled, for the questions owned by the signed on user only.

This report is applicable to users of DeskStats, or full questions, and if you use both it will automatically report on both.

Exercise

Click on My statistical overview in the body of the staff Home page.

Using the My statistical overview screen

There are only two parameters to the My statistical overview screen, and the system remembers how you had them set last time you used this function.

Date type:  Choose “Closed date” if you want to report based on just questions that were closed during your selected period.  This is the most usual setting.
Choose “Received date” if you want to report on all the questions received during the selected period.

Date range: Select a date range such as “This month”, or select [custom date range] to be able to enter specific start and end dates (reports will be inclusive of both the specified dates.

When you have made any required changes to these parameters, click on Submit to see your overview.

The reports provided by the My statistical overview screen

Click Submit and the system will present a number of useful reports:

Questions and DeskStats: Received via by Question type – shows how the questions you handled were received and provides a total of the number of questions handled over both Questions and DeskStats (if you use both of these).

Questions: Staff by Request type – shows the quantity of full questions you handled analysed by their Request types (if you handle full questions).

DeskStats: Questions by Request type – shows the quantity of DeskStats you handled analysed by their Request types (if you use DeskStats).

Questions and DeskStats: Request type by Request group– shows the total number of questions you handled across both full questions and DeskStats (if you use both), with totals for the broad groupings of requests.  It also shows the total number of all questions you handled.

Questions: Request group by target date – shows, for the full questions that you handled (if any), how many questions were responded to within their target date, and how many missed their target date.

Questions: Request group by Time expended – shows the amount of time, in minutes, that you spent in total on full questions, analysed by Request group (if you record time used for full questions).

DeskStats: Request group by Time expended – shows the amount of time, in minutes, that you spent in total on DeskStats, analysed by Request group (if you handle DeskStats).