Classic reports: Top Load

The Top Load report presents site ticket load metrics and facilitates the comparison of support allocation among your sites. 

The Top Load report presents customer ticket load metrics and facilitates the comparison of support allocation among your customers.

Note: As the report displays the average ticket duration, it will only list tickets with time entries. See how to configure your ticket timer options here

This article describes:

• What is in the Top Load report
• Generating the Top Load report
  • Exporting the report
• Scheduling the Top Load report
  • Editing the report schedule

Understanding the Top Load report

Summary

This section of the report shows the total number of tickets, duration worked, and average ticket duration for the selected time period.

Sites

Customers

This section of the report displays the site names, ticket counts, support duration, support percentage, and average ticket duration per site.

This section of the report displays the customer names, ticket counts, support duration, support percentage, and average ticket duration per customer.

Generate the Top Load report

To run the Top Load report:

1. From Reports > Classic reports (on the sidebar), click Top Load. 

The Report page appears.

2. Select the report parameters:

• Time period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range.
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Item count: Select 3, 5, 10, 20, or 50 items.
• Billable: 
  • Select All to include all tickets with time entries.
  • Select Yes to filter the report by billable time entries only.
  • Select No to filter the report by non-billable time entries only.

3. Click Generate.

The Top Load report displays (see Understanding the Top Load report).

To export a report to Excel or PDF:

Click the Export dropdown, in the top-right of the report, and select Excel or PDF.

Schedule the Top Load report

To schedule the Top Load report:

1. From Reports > Classic reports (on the sidebar), click Top Load. 

The Report page appears.

2. Click the Schedule Report tab.

3. Select the report parameters:

• Time period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range.
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Item count: Select 3, 5, 10, 20, or 50 items.
• Billable:
  • Select All to include all tickets with time entries.
  • Select Yes to filter the report by billable time entries only.
  • Select No to filter the report by non-billable time entries only.

4. Click Schedule.

The Add report schedule window appears.

5. Complete the schedule parameters:

• Description: Give the scheduled report a clear, concise description.
• Technician names: Select technicians to receive the report.
• Click the plus symbol to create a weekly and/or monthly schedule.
  • For Weekly, select the day, hour, and frequency.
  • For Monthly, select the date and hour.
• Click Apply.

Done! The scheduled report appears within the Schedule reports tab.

To edit the report schedule:

From the Schedule report tab, click Edit and select:

• Configuration: Edit the Description, Technicians, and schedule.
• Filters: Edit the Time period and Item count.
• Filters: Edit the Time period, Item count, and Billable status of the time entries.