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Pre-Built, Dynamic, Customizable Reports
We know that you need knowledge about your organization to do your job effectively so we have designed more than 60 predefined reports. Each report features our Giva Easy Three-Click Reporting™ engine that allows for completely customizable queries.
- Giva Easy Three-Click Reporting™ engine
- Easy and intuitive to use
- Download Reports into Microsoft® Excel
The reports are easy and intuitive to learn how to use. No training is required. You can sort all reports in multiple ways simply by clicking any column header. These reports are optimized for viewing on-line via the Web, but can also be copied and pasted into Microsoft® Office products or quickly downloaded into Microsoft® Excel where you can make modifications.
After using Giva for a period of time, you may have favorite Reports. You can create your own "Favorites" list of Reports. Our customers tell us that we have the easiest and most intuitive reports in the entire Help Desk and Customer Service industry.
Reports
My Tickets
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My Open Tickets
Show tickets currently open and assigned to you. Also shows all open tickets in service groups in which you are a member. -
My Created and Open Tickets
Show tickets you created and which are currently open. Also shows all open tickets in service groups in which you are a member. -
My Created Tickets - Open & Closed
Show total tickets that are currently open or closed tickets which you created over the specified date range.
Open Tickets
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All Open Tickets
Show all open tickets by service group. -
All Open Aging
Show tickets due over a user defined range of time. -
All Open Tickets - Hours Open
Show open tickets with the total number of hours the tickets have been open. -
Open Tickets - Date Range
Show total tickets currently open which were created between the specified date range and within the specified window of time.
Unassigned
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Unassigned Tickets by Creator
Show all unassigned tickets by service group. -
Ticket Distribution - Assigned & Unassigned
Show total tickets assigned or unassigned to each user by service group.
Volume
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Tickets Created - Monthly Summary
Show tickets created between the specified date range by service group, department, customer, creator, location or by ticket details. Results can be grouped by Company or Service Desk. -
Tickets Created
Show all tickets created over the specified date range. -
Closed Tickets - Date Range
Show total tickets closed which were created between the specified date range and within the specified window of time. -
Ticket Frequency
Show total tickets, total time spent or average time spent working on tickets created in the specified date range by customers, customer departments or by nature of requests. -
Ticket Volume by Creator
Show open, closed and total ticket counts by creator created between the specified date range. -
Hourly Ticket Volume by Creator Report
Show ticket counts by creator by the hour created between the specified date and hour ranges. -
Ticket Volume by Service Group
Show open, closed and total ticket counts by service group created between the specified date range. -
Ticket Volume by Location
Show open, closed and total ticket counts by customer's location created between the specified date range. -
Ticket Volume by Assignee
Show open, closed and total ticket counts by assignees created between the specified date range. -
Ticket Volume by Job Title
Show open, closed and total ticket counts by customer's job title created between the specified date range. -
Tickets by Status - Listing & Chart
Show total tickets by status over each service group created between the specified date range. -
Tickets by Status - Chart
Show total tickets by status created between the specified date range. -
Open & Closed Tickets
Show total tickets currently open or closed that were created between the specified date range and within the specified window of time. -
Tickets by Department
Show total tickets by customer's department created between the specified date range--with the option to show ticket trends over time.
Category
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Nature of Request Frequency
Show total tickets by nature of requests created between the specified date range. -
Nature of Request Trends
Show nature of request trends from tickets created between the specified date range. -
Tickets by Nature of Request
Show tickets filtered by specific nature of requests, ticket statuses, customer locations, creators, assignees, root causes, etc. created between the specified date range. -
Nature of Request by SLA Compliance
Show nature of requests by severity level with their total tickets and the percentage of tickets within SLA created between the specified date range.
Service Level Agreements/Escalations
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SLA Compliance
Show total tickets both inside and outside of the SLA and the average time to close each ticket by service group and then by severity level and created between the specified date range. -
SLA Compliance Trends
Show SLA compliance trends over time and the average across all severity levels created between the specified date range. -
My SLA Compliance
Show total tickets assigned to you both inside and outside of the SLA and the average time to close each ticket by service group and then by severity level created between the specified date range. -
Current Escalations
Show all tickets currently in escalations by service groups. -
Escalation Statistics
Show escalation statistics by each service group with details by each severity level created between the specified date range. -
Escalation Trends
Show all tickets created between the specified date range that entered escalation grouped by severity level.
Customer Feedback
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Customer Satisfaction
Show results from customer satisfaction surveys grouped by severity level for tickets created between the specified date range. -
Customer Satisfaction Trends
Show customer satisfaction survey tends where the tickets are created between the specified date range. -
My Customer Satisfaction
Show results from customer satisfaction surveys from tickets you created grouped by severity level over the specified date range. -
My Customer Satisfaction Trends
Show customer satisfaction survey tends for tickets you created between the specified date range.
First Contact
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First Contact Resolution by Creator
Show total tickets resolved, resolved as first contact and not resolved first contact by creator grouped by severity level created between the specified date range. -
Ticket Activity by User
Show user ticket activity created between the specified date range—includes information on ticket views, first contact resolution and number of history notes entered by user. -
First Contact Resolution Trends
Show total tickets resolved and the percentage of first contact resolution over tickets created between the specified date range. -
First Contact Resolution by Nature of Request
Show total tickets resolved, resolved as first contact and not resolved first contact by nature of request grouped by severity level created between the specified date range.
Advanced Analysis
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Ticket Fields
Advanced interactive report for filtering ticket data by any criteria. You can select the columns (Ticket Fields) you want to view and how you want to filter the ticket data. -
Root Cause Trends
Show tickets by root cause across service groups created between the specified date range. -
Tickets by Customer Profile Fields
Advanced interactive report for filtering ticket data and showing tickets with customer profile fields. -
Time to Open & Close Tickets - Service Desk Hours
Show detailed closed ticket totals grouped by time created during business hours. Allows you to view details on actual time to open, average time to open, actual time to close and average time to close tickets. -
Time to Open & Close Tickets - Off Hours
Show detailed closed ticket totals grouped by time created during non-business hours. Allows you to view details on actual time to open, average time to open, actual time to close and average time to close tickets. -
Submit Method Trends
Show tickets by submit method created between the specified date range. -
Tsunami Tickets & Major Outages
Show tickets created as tsunami tickets between the specified date range. -
Hours Worked by Cost Center Codes
Show hours worked on tickets by department and cost center created between the specified date range. -
Quick Ticket Analysis
Show nature of request totals from tickets created with a quick ticket between the specified date range. -
Re-Opened Tickets
Show tickets that were closed and re-opened grouped by service group and severity level and created between the specified date range. -
Parent/Child Tickets
Show the nested relationship of parent/child tickets where the parent ticket has been created between the specified date range. -
Backdated Tickets
Show all tickets that have been backdated and created between the specified date range.
Reports
Asset Management
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Assets by Profile Fields
Advanced interactive report for filtering hardware asset fields by any criteria. You can select the columns (Asset Fields) you want to view and how you want to filter the user-defined lists of asset fields. -
Assets Inventory Count
Show total assets by type and manufacturer. -
Most Frequently Repaired by Asset Type
Show tickets created by asset type and manufacturer and created over the specified date range. -
Most Frequently Repaired by Asset Tag
Show assets by the total number of tickets created over the specified date range. -
Assets On Loan
Show all assets currently on loan. -
Assets by Customer
Show all assets that are either owned or assigned to specific customers. -
Assets by Acquisition Method
Show assets by acquisition method. -
Leased Assets Aging
Show all leased assets over a given lease-end date range.
Software Management
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Software by License Type
Show software licenses by software title. -
Hardware by Software Title
Show all assets and software titles assigned to each asset. -
Software Titles by License Summary
Show licenses acquired, installed and excess/deficiency by software titles. -
Software Titles by Total Installations
Show all software titles and their total number of installations. -
Software Titles by Licenses Installed & Available
Show software titles by licenses acquired and installations over the specified date range.
Reports
Knowledge Management
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Knowledge Article Status Trends
Show knowledge articles by status. -
Knowledge Article Fields
Show knowledge articles by status created over the specified date range. -
Knowledge Articles by Creator
Show knowledge creators and knowledge articles proposed, rejected and approved created over the specified date range. -
Knowledge Problem Solving Score & User Rating by Creator
Show knowledge articles created by either categories or creators and the average problem solving score and rating created over the specified date range. -
Knowledge Problem Solving Score & User Rating by Article
Show knowledge articles by problem solving score and user rating where the knowledge was approved over the specified date range. -
Knowledge Search String Trends
Show knowledge search trends over the specified date range. -
Knowledge Search String Details
Show each search performed on knowledge articles over the specified date range. -
My Knowledge Article Status
Show knowledge articles you created with a Proposed or In-Progress status. -
Knowledge Article Disk Space
Show disk space used to store knoweledge by service desk.
First Contact
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Cumulative First Contact Ticket Resolution to Approved Knowledge Articles
Compare cumulative first contact resolution vs. amount of knowledge approved where tickets created are in the specified date range.
Reports
Change Management
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RFCs by Category
Show change requests by change category created over the specified date range. -
RFCs by Status
Show change requests by status. -
Forward Schedule of RFCs
Show all change requests with a start date during the specified date range. -
Scheduled RFCs by Scope
Show upcoming change requests in week, month, 3 months or 6 months by scope. -
Scheduled RFCs by Service Group
Show upcoming change requests in next 24 hours, week or month by service group. -
RFC Volume Trends
Show change requests trends where the RFC was created over the specified date range. -
RFC Closed Code
Show change requests by closed code created over the specified date range. -
RFC Rejection Reason
Show change requests by rejection reason created over the specified date range. -
RFC Requestor's Department
Show change requests by requester department created over the specified date range. -
Successful RFCs
Show change requests marked as successful created over the specified date range. -
Backed Out RFCs
Show change requests that were backed out from implementation created over the specified date range. -
My Requested RFCs
Show change requests you created over the specified date range. -
RFCs by Induced Problems
Show change requests that were closed because of an induced problem and created over the specified date range.
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