Service Duration Report

The purpose of the Service Duration Report is to show the duration or amount of time for service transactions performed.  You will only see this report if you have service transactions enabled. This report can be viewed “By Employee” or “By Queue”.

When viewed by queue, each queue is represented by a line on a line graph.  You can check and uncheck boxes for queues depending on which queue you want to view.

Along the bottom of the graph, you will see options for changing the date range, the granularity, and the amount of data you wish to see.  By default, the date range and current view show the last year of data.  The granularity is set to weekly by default, but you can change this to hourly, daily, weekly, monthly or yearly.  On the right side of the screen, you will see a description of this report and then a set of filters.  The filters that you see will vary based on your configuration. 

The first filter is the Customers Type filter.  This filter allows you to select between all customers, customers with phones, and customers without phones.  If you use Transaction Types, you will see a filter for these.  If you have more than one location, you will see the Locations filter as well

Within most of these filters, you have the ability to “check all”, “uncheck all”, or select items individually.

All the data in this report can also be viewed in table format.  The table format can be exported as a CSV file to be opened in a spreadsheet program.

When this report is viewed by employee, similar options and filters will apply, you are just looking at the data for the individual employees rather than within the queue as a whole.