The customer portal can show your customers a set of case reports: volumes, SLA performance, first-time fix and open cases, with the cases behind each figure a click away and a PDF to download. You choose which reports each customer can see.
Why put reports in the portal?
Most service desks produce a monthly case report for each customer outside their CRM, then email it. It takes time to produce, it is out of date the day it is sent, and the customer's figures are only as current as the last report.
Reports in the portal mean:
Customers help themselves. They open the portal and see the current position, with no report to request and nothing for you to produce.
One set of numbers. The portal reads the same cases, statuses and SLA data as the reports your own team uses, so a customer and their account manager are looking at the same figures.
The cases are behind every total. A customer who wants to know what sits behind a number clicks it and sees the list, then opens a case for its detail.
A PDF when they need one. Each report can be downloaded, so the monthly pack still exists for anyone who wants to file or forward it.
The reports
Report | What it shows |
Case volumes | Cases opened, closed and in progress over the period, by category, sub-category, channel and priority, with a 12-month trend. |
SLA performance | The percentage of cases that breached their first-response SLA and their resolution SLA, and the average first-response and resolution times, against target. |
First-time fix | The percentage of cases resolved and closed without being re-opened. |
Open cases | The live position: cases currently open and in progress, and how long they have been open. |
Case detail | Click any total to see the underlying cases and open one for its detail. View only, no PDF. |
Each report shows a chart with the total in its title and a table of the same figures beneath. Reports that cover a period show the current position and each of the previous 12 months; a month that has closed does not change afterwards.
The Reports page also carries a link to the customer's Sales Orders section, which already exists in the portal. Orders are not part of the report pack.
Switch it on (administrators)
Go to Settings > Company Setup > Edit Company > Tenant Specific Settings.
Tick Show Reports on Portal. Once ticked, it becomes a link.
Click the link and tick the reports you want to publish. Only the reports you select appear in the portal. If none are selected, customers see an empty Reports page.
Save.
Portal users need to be set up as usual. See Using the Self-Service Portal for granting access.
How customers use it
Sign in to the portal and choose Reports from the menu. It only appears once reports have been switched on.
Open a report. Use the month selector to step back through the last 12 months.
Click a total to see the cases behind it, and open a case for its detail.
Use Download PDF to save a copy of the report as it appears on screen.
What each customer can see
A customer sees only their own cases and figures. Nothing from another customer appears in any report, total or drill-in.
A portal user restricted to particular sites sees reports for those sites only.
A customer only sees the reports you have published. Everything else is hidden.
Common questions
Do the portal figures match what my team sees?
Yes. They come from the same cases, statuses and SLA data as your internal reports and widgets.
Can customers build their own reports?
No. The portal shows the published set only. Report Builder stays inside The Layer.
Can customers change or annotate a report?
No. Reports are view only, and the PDF is a copy of what is on screen.