Service Optimization - Snapshot (fka SOS) Report by Create Date
View Guest Request and Internal Request activity by ticket creation date.
User Type & Roles
To perform this action in ALICE, the user must have at least Employee User Type access.
The user must also have the following settings within “Roles” enabled”
Access to “Reports” tab.
Access to “View” Reports.
Things to Consider
Time filter defaults to “Last 30 Days”. Change the timeframe using the dropdown.
This report is available to customers who have purchased Service Delivery only.
Pie and bar charts are available in a table format as well. Click the table icon on the upper right-hand corner of the panel.
Terms & Definitions
Total # Internal Requests by Date Created | Total number of internal requests created in ALICE, within the time frame. |
Total # Guest Requests by Date Created | Total number of guest requests created in ALICE, within the time frame. |
Tickets Created by GM/Total Tickets Created by Date Created |
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Time to Accept Internal Tickets by Created Date | The percentage of internal tickets that were accepted within different intervals of time. |
Time to Accept Guest Tickets by Date Created | The percentage of guest tickets that were accepted within different intervals of time. |
Time to Accept ALL Tickets by Date Created | The percentage of guest and internal tickets that were accepted within different intervals of time |
Time to START Internal Tickets by Date Created | The percentage of internal tickets that were started within different intervals of time. |
Time to START Guest Tickets by Date Created | The percentage of guest tickets that were started within different intervals of time. |
Time to START ALL Tickets by Date Created | The percentage of guest and internal tickets that were started within different intervals of time |
Internal Labor Time by Date Created | The percentage of internal tickets that were in progress for different intervals of time. |
Guest Labor Time by Date Created | The percentage of guest requests that were in progress for different intervals of time. |
Total Labor Time ALL Tickets by Date Created | The percentage of guest and internal tickets that were in progress for different intervals of time. |
Time to Complete Internal Tickets by Date Created | The percentage of internal tickets that were closed within different intervals of time. |
Time to Complete Guest Tickets by Date Created | The percentage of guest tickets that were closed within different intervals of time. |
Time to Complete ALL Tickets by Date Created | The percentage of guest and internal tickets that were closed within different intervals of time. |
Hourly Distribution of Guest Requests by Date Created | Counts the amount of guest requests created every hour, which offers insight on how to properly staff the operation. The column chart will only show a count for the hours in which users have created tickets. |
Hourly Distribution of Internal Requests by Date Created | Counts the amount of internal tickets created every hour, which offers insight on how to properly staff the operation. The column chart will only show a count for the hours in which users have created tickets. |
Number of Tickets Created by Employee by Date Created | Amount of tickets created by each employee, within the time frame filtered, in a horizontal bar chart. It indicates the username and exact amount of tickets created. |
Top 20 Requests - Guest by Date Created | 20 most popular guest requests in ALICE. The data is grouped into the following columns: Department: The department name Service Name: The request type name (displays as the ticket name) Item: The option selected in the “Item” field Total Tickets: The total number of tickets created within the time frame requested Average Response: The average response time in minutes Average Resolution: The average resolution time in minutes |
Top 20 Requests - Internal by Date Created | 20 most popular internal tickets in ALICE. The data is grouped into the following columns: Department: The department name Service Name: The request type name (displays as the ticket name) Item: The option selected in the “Item” field Total Tickets: The total number of tickets created within the time frame requested Average Response: The average response time in minutes Average Resolution: The average resolution time in minutes |
Time to Close Guest Requests (in Minutes) by Department by Date Created | Completion statistics of guest requests by department. The information is grouped into the following columns: Facility: The department name Time: The average completion time in minutes The rest of columns are time intervals |
Time to Close Internal Requests (in Minutes) by Department by Due Date | Completion statistics of guest requests by department. The information is grouped into the following columns: Facility: The department name Time: The average completion time in minutes The rest of columns are time intervals |
Average # of Guest Tickets per Occupied Rooms by Reservation Date |
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“Other” Tickets |
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