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GoToAssist Service Desk (57.0 Web App) Release Notes

Released July 17, 2104

SUMMARY:

  • New “Incident Summary” service report

What’s New?

New “Incident Summary” Service Report

  • A new “Incident Summary” standard service report is now available, which allows technicians to see how any given service is performing. Technicians can access it under Service Desk > Reports.

7-17-2014 11-20-30 AM

  • Technicians can select a date range and service, then click Run Report to see a breakdown of incidents within the date range. The report contains the following sections:
    • The Numbers – See a high-level summary of “good” vs. “not so good” events, which includes the following:
      • Good – How many incidents were resolved, how many were resolved within SLA, and how many were closed
      • Not So Good – How many new incidents were created, how many breached SLA and how many had escalation notifications sent
    • Priority Level Breakdown – See a breakdown of performance by priority level, which includes the following:
      • The number of incidents created for that priority in the given date range
      • The average response time it took for a technician to respond
      • The average resolution time for that priority level
      • The percentage of incidents resolved within SLA
      • The average time to close
      • The average number of customer interactions within an incident

7-17-2014 11-23-25 AM