Reporting – Resource usage analysis

“Resource usage analysis” found in the menu list under Reporting in the main header bar, allows Supervisors and above to review and report on the Resources used by all staff when working on any question in the selected time period. As opposed to the Data extract reports that report on all Resources used for each question, and gathers all uses of each Resource into one field, this report lists every Resource usage individually, making analysis much easier.  Any comments entered with the Resource usage statistics are included in this report, so you might use this report to find out which Resources are being most heavily used, and the sort of questions they are being used for.  Customers who use Resources to collect numeric statistics will find this report helpful when used with the Export option where those numbers can be easily totaled.
The name of this report will reflect any other name that you may have applied to the Resources code table.

The system will remember the parameters you used for this report last time, and will present those results on initial display next time you use this report.  This makes rerunning reports for different time periods very easy. 

To use this report:

• Choose the time period that you want to report on.  Reporting is by the date and time that the Resource was recorded as being used.
• Service type selection options at the top of the screen allow this report to show just the time spent on Customer service, Internal tasks, or KB entries, or any combination of these.
• Choose whether you want to report on Resources used for full Questions, or those used for DeskStats, using the drop down list. 
• Choose your sort order
  – “Resources” for an analysis by the Resource used (note that Resource becomes the most left hand column),
  – “Location” for an analysis of the staff members who are using the Resources (the sort order of Location>Staff name>date/time become the most left hand columns and are coloured grey in order to reflect the sort order), or
  – “Question number” for a list of resources used in each question (the sort order of Question # then date/time means they become the most left hand columns and are coloured grey in order to reflect the sort order).  This option is only applicable if you are reporting on full Questions only (not DeskStats).

• Each column can be unsorted, sorted ascending, or sorted descending. Click the column heading to cycle through these options. If a column is contributing to the sort sequence it will be highlighted in a grey colour. If more than one column has been defined for the sort order, the sort precedence of columns is left to right.
• The Question field shows the same sort of question summary as displays in the Open questions screen, including client contact details. 
• Clicking on the Question number hyperlink in this report will take the user to the Summary screen Resources tab for that question (or if the user does not have access to that tab – the History tab).
• The number of records displayed in each page can be controlled using the Page navigation controls at the bottom of the screen.
  
  The [Export] options present the question and answer information in the same Export (Excel spreadsheet) format used for RefTracker Data exports.