SUPPORTCALLS WITH OUTLOOK
Help Documentation & Guide to SupportCalls System

Statistics - Enabling Business Intelligence

With the integrated Online Line Analytical Processing (OLAP) tool, helpdesk managers can analyze the support request data in multidimensional view and extract mission critical information and intelligence that will enable better decision- in your helpdesk and organization. The tool supports the ability to explore large complex data sets and allows displaying in grids, charts and graphs and support most common operations such as pivoting, drill down/slice and dice, filtering etc. With such arrays of information, the organization can reengineer their help desk processes, reinforce resources and forecast problem areas and exploit all these factors for competitive advantage.
 
Why OLAP? Real strength of OLAP is its ability to examine and view data in ways not ordinarily possible. By allowing varying levels of granularity during data inspection and visualization a lot of information can be revealed that would otherwise be hard to attain. Given that most business models are constrained by more than three dimensions, it is hard to fully evaluate a business without the ability to inspect each dimension in detail while preserving context eliminating all guesswork. OLAP is perfectly suited for this purpose. Now it’s easier than ever to spot new trends and discover unknown problems in your data flow. The statistical tool will help you gain an insight into your data and make new discoveries. Comes with various inbuilt reports specific to SupportCalls Cases.

Reporting made easier - The statistical tool's simplistic point-and-click interface will ensure managers easily achieve the high-level views of information they require. Additionally, the OLAP client makes creating reports destined for different management levels a simple task - eliminating managers' dependence on IT personnel. By unifying data analysis needs on a single platform, it provides an unparalleled array of reporting tools for web portals, intranet applications, websites, and other data-rich applications.

Look and Feel - You can set up a look and feel of the component selecting from the standard color schemes like MS Office 2003, Windows Vista, etc., or defining your own display style. In addition to the styles you can always override the standard appearance using many painting events – an unlimited ability to make up your own special appearance.

Printing capabilities - you can print your report to share it with others using the built-in Print Preview window. You can tune your page/printer settings before printing. Also if you feel like sharing the report through the net or by email you can easy export it to a wide range of formats including PDF, XLS, CSV, JPG, etc.

Copy to Clipboard - Select any data range in Chart/Grid and copy to clipboard. Then you’ll be able to paste it in an Office program for further analysis. You can also paste the chart like a picture to illustrate your investigations. This greatly simplifies the task of creating detailed, data-rich documents.

Save Reports in file - At any stage managers/technicians can save the report and distribute it to another person for analysis by network or email, so when the recipient gets the file he can open it and see the same OLAP slice.

Launching the statistics tool:

Via the SupportCalls main menu Via the 'Ongoing Cases' toolbar via the 'Resolved Cases' toolbar

As the support request cases are stored in your Exchange, SupportCalls first needs to collect data from your public folder or shared mailbox. You can also specify what type of cases are to be included - ongoing cases, resolved cases or both. The retrieval process typically takes few seconds before loading up the statistics tool.

The statistical tool (also known as the OLAPSense) has a customizable user interface with all the functionalities to analyze and understand various parameters of your helpdesk operations such as overall performance, response time, recurring problems, cost etc. The predefined reports are arranged in a treeview and help you get started instantly. Most of the helpdesk Outlook fields are available as hierarchies and measures in the cube structure tree and you can use them in any combination based on the statistical requirements.

Chart View

 

Grid View

 

 

Copyright © 2009 AssistMyTeam. All rights reserved.

www.assistmyteam.net