Escalated Interactions


The Escalated Interactions report breaks down the interactions by the type of related record (change requests, incidents, known errors, quotes). This report uses a bar graph to provide a representation of the breakdown of interactions by related record type. You can double-click any bar of the graph to display a detailed breakdown of the related record type. To help users view totals quickly, the report organizes the information into groups of related record types.

Customer Value

This report provides a quick view of escalated interactions opened during a specified period of time. The Service Desk administrator can see a high-level view of the activity originating from the Service Desk and the effect of this activity on the overall system workflows. This enables the administrator to determine what changes may be necessary in order to better support the Service Desk.