"Day in the Life" Demonstration

IT Manager

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Nature of Request Trends Report

The Nature of Request (NOR) refers to the general subject of the service request. This report is very flexible. You can select the various query criteria, and you can sort by columns. As a result, you can view the high frequency NORs, the NORs that missed SLA goals, and the NORs requiring the most time to resolve. Careful monitoring of the NOR frequency, SLA Variance, and Call Duration will yield critical data to identify problems.

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