To help you understand what is going on behind the scenes in your teams we've developed Reporting, which gives you the insight into the most important aspects of your requests in Back.
The reporting can be accessed from the sidebar, and all views are scoped by team. You can also switch between looking at last 4 full weeks (broken down by week) or last 3 full month (broken down by month).
For each set of metrics you then see the total/average for each week/month, as well as the same for the whole period.
Received and resolved requests
Compare how many requests you've received and resolved to see whether you're building up a backlog or you are getting ahead.
The numbers are scoped by the week/month in which the request was created and last resolved, respectively.
Time to respond and resolve
Understand how long it usually takes to respond to the employee and to resolve their request.
- Average Time to respond = Time between request creation and first reply sent to the requester
- Average Time to resolve = Time between request creation and the last request resolution
The numbers are scoped by the week/month of the first reply and last request resolution, respectively.
Most popular categories
Easily see what are the most common categories are and how many requests remain uncategorized.
In this chart we show the top 5 categories used, with the rest aggregated in "Others". The numbers are scoped by the week/month in which the request was created, and only the current category is considered.