Today we’ll be going through the analytics tab as part of Jetdocs. The analytics tab is meant for admin role permissions, thus, members and editors will not have permissions or viewership of this tab.
Jetdocs analytics is broken into 4 sub sections:
- Aggregate Response
- All Tickets
First thing in the dashboard is quick summary on last week’s tickets. Here you can see Tickers that were opened, created, completed, rejected & time to complete. These stats are compared to the stats of previous week to see the performance changes in the team.
All Ticket Events
Jetdocs keeps track of 5 major ticket events. They are Created, Completed, First approval, Rejected, Cancelled.
Created: Ticket Created metric simply measures the total number of tickets created in the entire organization in the selected date range.
Completed: Ticket Completed metric measures the total number of tickets completed in the entire organization in the selected date range.
First Approval: First Approval is tracking how long from when a ticket is submitted to the first action on that ticket as part of that workflow or approval steps.
Rejected: Ticket Rejected metric measures the total number of tickets that were submitted but rejected by the person who reviewed them in the entire organization in the selected date range.
Cancelled: This indicates tickets that were created but later cancelled by the individual who submitted the ticket.
Ticket Event Transitions
We have five main graphs for this as well, Ticket Event Transitions essentially measures the time it takes for the actions to happen in your workspace.
Create to Complete: The time it takes for a ticket to go through all of its approval processes and be fully completed.
Create to First Approval: The time it takes from when a ticket is first created to the first request in the ticket being approved.
Create to Assign (Queue): This is for general queue tickets only, here we measure how long does it take general tickets before it is taken by someone to solve them.
Assign to Complete (Queue): This is for general queue tickets only, here we measure once someone assigns the ticket to themselves, how long do they take to complete the ticket.
Create to Complete (Queue): Similar to the first one, this is the time it takes for a ticket to go through all of its approval processes and be fully completed, however, this is measured for general queue tickets.
In this option we give you an option to zoom in a lot closer to your workflows. Here you have the ability to select an individual category and the relevant template to understand the data that’s actually flowing through that particular data object.
Here you can basically see what the contents in the tickets are so you can take appropriate action. For example, in your Vendor Management Workflow if a lot of tickets are submitted for replenishing specific products from specific brands, then you can now access that insight much quicker and make preparations for sales influx.
Read More: Aggregate Response View in Analytics
Here you can view who the users creating the tickets, the users responding the tickets are and who are the first responders to the tickets created.
Read More: User View in Analytics
This is a birds-eye view to everything that is happening within your organization. You can view the number of tickets created, approved, rejected and outstanding. As well as, you can also view all the tickets within your organization, see analytics on how long tickets normally go unsolved for, how long tickets take to be approved and much more!
Read more: All Tickets View in Analytics