Request and Service Health
Requests overview
The overview of workspace requests report is a detailed analysis of the requests worked on by your team, encompassing incidents, service requests, and general inquiries. Admins can view requests report by workspace and export this report in PDF and CSV formats by navigating to Analytics > [Workspace] > Overview > Export.
PDFs will be downloaded immediately and CSVs will be emailed to you as soon as the report is ready (this could take anything from a few seconds to a few minutes depending on the volume of data in question). If you've applied filters, only data that matches the filters will be exported.
How to read this report
| Metric | Formula | Definition and notes |
|---|---|---|
| New requests | Total number of requests that got created in this time period (a filter) | |
| Completed requests | Total number of requests that were marked as “Closed” in this time period | |
| First contact resolution | The number of requests that moved to “Resolved” status in the first conversation / total number of requests in the time period | The rate at which the team resolves an employee's request in the first conversation |
| Reopen rate | The number of requests that moved to “Closed” status and were then subsequently moved to “Open” / total number of requests in the time period | The rate at which the team reopens completed requests |
| Time to first response | The amount of time that elapsed between request creation to the first response by a human or Atom | The duration from request creation to the first response by a human or Atom |
| Time to resolution | The amount of time that elapsed between request creation to resolution by a human or Atom | The duration from request creation to resolution by a human or Atom |
| First response SLA | Total number of requests resolved within the defined first response SLA time period / total number of resolved requests | How often the team met the First Response SLA for requests |
| Resolution SLA | Total number of requests resolved within the defined resolution SLA time period / total number of resolved requests | How often the team met the Resolution SLA for requests |
Report filters
You can drill down into this report with all request attributes defined in your account. This includes:
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Duration
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Request type
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Requested by
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Group
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Agent
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Status
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Priority
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Impact
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Urgency
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Category
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Impacted assets
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Service
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Rating
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Source