Information on Reporting (SID)
23 December 2020
Information on how to use the reporting tool in SID.
Recently we ran a session on the reporting tool to help you with your end of year statistics. We will be expanding our wiki pages on guidance on how to use the tool and which reports you may want to run.
When Reporting in SID you can report on:
- Enquiries – SLA status, enquiry centre, date closed, date logged, escalated, team and category to name but a few.
- FAQs – date viewed publishing status, important, critical, owned by and FAQ team to name but a few.
- Cases (if your team are using this functionality) - case team, case owner, categories (if used), sub-category and cause, to name but a few.
- Case Notes (if your team are using this functionality) date created, last updates, category, contact method and cause to name but a few.
- Appointments (if your team are using this functionality) appointment owner, category, type and date to name but a few.
The main features when using the report tool is knowing which tabs to use. The two main tabs that are used are:
- Report Query Filter: This is where you specify the information/data you want to pull out of SID. Reporting will pull all the information unless you create some criteria for it to look for.
- Report Summary Settings: This is where you specify how you want to view your data. You can have a play with the different views.
Once you have specified the report you want to pull and how you want to view your data you can pull your report, export it to Excel and then modify and filter the report.
There is functionality to use charts in SID, but this is limited, and you may prefer to make your own in excel.
When using the reporting tool, it should be remembered that it presents a frozen snapshot of time and the report you've run. Enquiries can always be re-opened and change which may then change some of the data.