Summary

Summary Reports

The following are descriptions of the summary view reports in the Analyze Quality category.

Average elapsed time per status

Presents a bar chart for resolved work items showing the average time (hours, minutes, and seconds) these work items held a New work item status, a status of Open, or a status starting with the word Pending.

If your application uses New, Open, or Pending status values, this report can help identify how fast work items progress from New to Open, how long they are in the Pending stage, and so on.

Click a row to see resolved work items that support the totals for one work type.

Daily process resolution

In a line chart and tabular form, displays a count of work items resolved by work group for each of the past 30 calendar days plus today.

Click on a work group to see resolved work items.

Effort by customer

Counts and totals of effort in days for resolved work items. Results are summarized by customer enterprise (.pyCustomerEnterprise property), customer (.pyCustomer property), and work type.

The resolved time is the Sum, in seconds, of the time a work item held a status starting with New, Pending, or Open. The value is computed and updated once a work item becomes resolved.

Elapsed Time in different states, by originator

Shows counts and total time that resolved work items in the current application were in each of the three status values: New, Open, and Pending. Times are in elapsed seconds. Summarized by originating organization unit, division, and organization.

Click a row to review the work items and the associated times. Times are displayed in days based upon the elapsed seconds.

Quality by customer

Prepares six quality statistics for resolved work items, summarized by customer enterprise (.pyCustomerEnterprise property), customer (.pyCustomer property), and work type:

• Total resolved
• Resolved past goal
• Resolved past deadline
• Number reopened
• Effort total
• Cost total

Click a row to see resolved work items.

Timeliness by originator

Shows three counts at the originating Operator ID, organization unit, division, organization level:

• Total resolved
• Resolved past goal
• Resolved past deadline

Allows you to identify which originating operator's items are being resolved and how timely the resolution is within each organizational area.

Timeliness by resolving unit

For resolved items, shows three counts at the resolving organization unit, division, organization level:

• Total resolved
• Resolved past goal
• Resolved past deadline

Timeliness by work type

Presents a horizontal bar chart with one row per work type. Bars show the counts of resolved work items that were resolved within goal, past goal, and past deadline with a total.

A table with these counts appears below the chart. Click a row to view the resolved work items.

Top Process Resolvers

Displays a pie chart with colored pie slices for the five operators who resolved the most work items. Work items not resolved are not included in the counts.

Note: if less than five operators have resolved work items, then only those will be displayed.

Weekly process creation by work type

Line chart with a colored line for each work type showing how many new work items of that type were created (entered) in each week of the last eight calendar weeks.

A table with these counts by work type per week appears below the chart. Click a row to see the work items.