Reporting

rap-X provides a range of online reports, both tabular and graphical, that satisfy the most common reporting requirements. For more specialist reporting needs, you can export any rap-X data in a number of formats (csv, xml, sql).

The online reports focus on two areas: customer activity and support performance.

Customer Activity

This reporting sections aims to provide answers to questions such as:

  • Which of my customers log the most requests?
  • Which customers vote the most often?
  • Which customers log on most frequently?
  • Which customers log the highest number of requests per session?
  • Which news release has been most read?
  • Which proposal has had the highest conversion rate?

Support Performance

This section allows you to measure the effectiveness and consistency of your support services, providing answers to questions like these:

  • What is the average time to resolution of requests - by customer, by support employee responsible, by priority, or by category?
  • How long before requests are acknowledged - by customer, category or priority?
  • Which employee has closed the most requests?
  • What are the trends over time for acknowledgment or resolution times, by category or employee?