Ticket Duration by Status
With the duration report, we can see how long each ticket remains in each stage of the service.
Report Overview
To check your report, go to Movidesk Side Menu -> Icon
-> Reports.
Allow Access to Report
If the report is not available in the reports tab, it will be necessary to enable it in your access profile. Click on Settings -> People -> Access Profile -> In the Reports tab, enable the parameter "Allow viewing the ticket duration summary report by status".
Filters and Periods
By default, the period indicated in the report will always be the current month, but the period can be adjusted, respecting the one-year interval between the indicated periods. Based on the period, we can specify in the report whether we want the report of open or closed tickets, filtering by the date of opening or date of closure. Additionally, you can add more filters to get the desired result.
If Movidesk does not identify any data with the applied filters when generating the report, the following message will be displayed.
To check your report, go to Movidesk Side Menu -> Icon
-> Reports.Allow Access to Report
If the report is not available in the reports tab, it will be necessary to enable it in your access profile. Click on Settings -> People -> Access Profile -> In the Reports tab, enable the parameter "Allow viewing the ticket duration summary report by status".
Filters and Periods
By default, the period indicated in the report will always be the current month, but the period can be adjusted, respecting the one-year interval between the indicated periods. Based on the period, we can specify in the report whether we want the report of open or closed tickets, filtering by the date of opening or date of closure. Additionally, you can add more filters to get the desired result.
If Movidesk does not identify any data with the applied filters when generating the report, the following message will be displayed.
Export Data
After applying the desired filter, it is possible to export the data to spreadsheets, in the formats .csv (Google Sheets and other programs) or .xls (Excel 97 and later versions), via the Movidesk Processing Center.
Generate Report
The report displays the time the ticket spent in each stage and status, segmented by ticket number, client organization, service level applied, category, responsible person, and the statuses used in the tickets.
After applying the desired filter, it is possible to export the data to spreadsheets, in the formats .csv (Google Sheets and other programs) or .xls (Excel 97 and later versions), via the Movidesk Processing Center.
Generate Report
The report displays the time the ticket spent in each stage and status, segmented by ticket number, client organization, service level applied, category, responsible person, and the statuses used in the tickets.
Attention: The report will only record the time the ticket was in a status after the transition to a subsequent status.
Upon clicking "Generate Report," a pop-up will appear with two options:
-
Generate Report on-screen, a feature that displays data without creating a file. We recommend exporting via the Processing Center to view data in Excel or Google Sheets;
-
Export data via Processing Center, where you can select the available formats to generate the report. Through the Center, you can download the file when it is ready.
How is the total hours calculated in the report?
The total hours presented considers the average values, meaning the sum of all values in the column is divided by the number of records in the same column.