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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
Current Status
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All Open Aging Report
Show tickets due over a time period. -
All Open Tickets
Open tickets work planning report. -
Current Escalations Report
Show current escalations. -
Current User and Customer Listings
Current User and Customer Listings. -
My Open Tickets
My SLA work planning report. -
Parent/Child Tickets Report
Show all parent/child tickets. -
Service Group Member Listing
Service group contact information. -
Ticket Distribution by Assignee
Ticket load by assignee. -
Ticket Fields Report
Interactively select tickets with ticket fields. -
Ticket Status Chart
Bar chart with tickets by date, status, service group. -
Ticket Status Listing
Ticket totals by date, status, service group. -
Tickets by Date Range
Ticket list over date range. -
Tickets by Department
Tickets by department by date, status, service group. -
Tickets by Hours Open
Ticket listing by total hours ticket has been open. -
Tickets by Nature of Request
Ticket listing by nature of request. -
Tickets by Profile Fields
Interactively selected tickets with customer profile fields. -
Unassigned Tickets by Creator
Listing of unassigned tickets by creator.
Request Analysis
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Backdated Tickets Report
Show all tickets that have been backdated. -
Call Documentation and First Contact Resolution By User
Shows user ticket activity over a given date range; includes information on ticket views, first contact resolution and number of history note entered by user. -
Closed Tickets Report
Show closed ticket counts over date/time ranges. -
Escalation Statistics Report
Show escalation statistics. -
Escalation Trends Report
Show escalation trends. -
First Contact Resolution by Creator Report
Show number of tickets vs. first call by creator. -
First Contact Resolution by Nature of Request Report
Show number of tickets vs. first call by nature of request. -
First Contact Resolution Trends Report
Show help desk first call resolution trends over time. -
Login Non-Usage Report
Show customers/users who have not logged in recently. -
My Created and Open Tickets
Display service requests I created that are still open. -
My Ticket Count
Show my open and closed ticket counts. -
Nature of Request Analysis Report
Nature of request analysis report. -
Nature of Request Frequency Report
Show natures of request by level & sublevels. -
Nature of Request Listing
List of natures of request. -
Nature of Request Trends Report
Show nature of request trends over time. -
Open & Closed Tickets Report
Show open & closed ticket counts over date/time ranges. -
Open Tickets Report
Show open ticket counts over date/time ranges. -
Personnel Chart by Location/Department
Percentage of personnel in each location or department. -
Processing Work Load Report
Show ticket totals by submit method throughout times during the day. -
Processing Work Load-Off Hours Report
Show ticket totals by submit method throughout off hour times during the day. -
Quick Ticket Analysis Report
List quick tickets by nature of request. -
Re-Opened Tickets Report
Tickets that were closed and have been re-opened. -
Root Cause Summary Report
Ticket summary by root cause. -
Submit Method Trends Report
Ticket summary and trends by submit method. -
Ticket Count by Assignee
Show ticket assignees and their open and closed ticket counts. -
Ticket Count by Creator
Show ticket creators and their open and closed ticket counts. -
Ticket Count by Job Title
Show ticket open and closed counts by customer's job title. -
Ticket Count by Location
Show ticket open and closed counts by customer location. -
Ticket Count by Service Group
Show ticket service groups and their open and closed ticket counts. -
Ticket Frequency Report
Show ticket frequency and duration summaries. -
Ticket Hours by Cost Center Codes
Ticket hours listing by department/cost center. -
Tsunami Tickets Report
List tsunamis and number of tickets.
Service Level Agreements
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My SLA Compliance
My SLA compliance report. -
SLA Compliance
SLA compliance report. -
SLA Compliance Trends
Show SLA compliance trends over time.
Customer Information
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Customer Satisfaction Report
Show customer satisfaction levels. -
Customer Satisfaction Trends Report
Show customer satisfaction trends. -
My Customer Satisfaction Report
Show my customer satisfaction levels. -
My Customer Satisfaction Trends Report
Show my customer satisfaction trends.
Reports
Asset Management
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Asset Inventory Count Report
List an inventory of assets. -
Asset Loaner List
Show list of loaned assets. -
Asset Repair Frequency Report
Show assets that have tickets opened on them. -
Assets by Acquisition Method
List assets by acquisition method. -
Assets by Customer
List assets by customer. -
Assets by Profile Fields
Interactively select assets with asset fields. -
Leased Asset Aging Report
Show all leased assets over a given lease-end date range.
Software Management
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License Documentation Summary Report
List license counts by product. -
Software and Hardware Inventory Report
Lists all software on assets. -
Software Installation and License Summary Report
Lists total software installations vs. purchased licenses by product. -
Software Inventory Summary Report
Lists total installations for products. -
Software License Variance Report
Lists acquired vs. installed counts over time.
Reports
Knowledge Management
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eKnowledgeManager Disk Space Report
List disk space usage statistics. -
First Contact Resolution to Approved Knowledge Report
Compare first contact call numbers vs. amount of knowledge approved. -
Knowledge Records by Creator
Show knowledge creators and their proposed, rejected and approved counts. -
Knowledge Search String Report
Shows search usage of your knowledge. -
Knowledge Statistics Report
Show knowledge workflow statistics. -
Knowledge Status Report
Show knowledge items. -
Knowledge Usage Report
List record usage count and average ratings. -
Knowledge Value Report
List how valuable the knowledge is by service group or creator. -
My Knowledge Status Report
Show my knowledge items.
Reports
Change Management
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Backed Out Changes Report
List changes that were backed out. -
Change Category Report
List changes by change category. -
Change Closed Code Report
List changes by closed code. -
Change Rejection Reason Report
List changes by rejected reason. -
Change Source Report
List changes by department. -
Change Status Report
List changes by status. -
Change Volume Report
Display volume of changes. -
Forward Schedule of Changes Report
List scheduled changes. -
Induced Problems Report
Display closed request where induced problems occurred. -
My Requested Changes Report
List the change requests I requested. -
Scheduled Changes by Group
Show changes in next 24 hours, week or month by service group. -
Scheduled Changes by Scope
Show changes in next 24 hours, week or month by scope. -
Successful Changes Report
List changes marked as successful.
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