This report displays a list of satisfied users based on ticket surveys. 

Understanding the Dissatisfied Users Report

Sites

This section of the report displays the overall user rating, showing the average scores for tickets within the selected time period for the following key metrics:

• Site name: The site name.
• Rated Tickets: The number of tickets rated in the selected period.
• Average Ratings: The average of all rated user tickets based on the average of the following three metrics...
• Average Overall Quality Ratings: The average satisfaction rating with overall quality of support.
• Average Technical Knowledge Ratings: The average satisfaction rating with the technician's technical knowledge.
• Average Helpfulness Rating: The average satisfaction rating with the technician's general level of customer service.

Generate a Dissatisfied Users Report

To run the Dissatisfied Users report:

1. From Reports, on the side panel, click Dissatisfied Users.

The Dissatisfied Users Report page appears.

2. Fill in the 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: 3, 5, 10, 20, or 50 sites

3. Click Generate. The Dissatisfied Users report displays (see What is in the Dissatisfied Users report).

To export the Dissatisfied Users report:

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

Schedule a Dissatisfied Users Report

To schedule the Satisfied Users report:

1. From Reports, on the side panel, click Satisfied Users.

The Satisfied Users Report page appears.

2. Click the Schedule Report tab.

3. Fill in the 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: 3, 5, 10, 20, or 50 sites

4. Click Schedule. The Add Report Schedule window appears:

• Give the scheduled report a clear, concise description.
• Select the Technician Name(s).
• You can schedule weekly and/or monthly reports.
  
  • For Weekly, select the day, hour and frequency.
  • For Monthly, select the date and hour.

• Click Apply. The schedule will appear in the Add Report Schedule window.

5. Click Apply.

Done! The scheduled report appears in the Schedule Report tab.

To edit the Dissatisfied Users report schedule:

The scheduled report can be edited. You can edit the Configuration (Description, Technician Name(s), and schedule) as well as the Filters (Time Period, Item Count).