Regentra provides three report types for measuring service desk performance. Each report can be previewed on screen before downloading as a PDF.
Report types
Technician Scorecard
Client Service Report
Service Desk Overview
Performance metrics for individual technicians over a selected period:
- Tickets resolved
- Average response time
- Average resolution time
- SLA compliance rate
- Billable hours logged
- CSAT score (per technician)
Service delivery summary for a specific client:
- Total tickets opened and resolved
- SLA compliance percentage
- Average response and resolution times
- Top ticket categories
- Billable hours and invoice totals
- CSAT score (per client)
Aggregate view of the entire service desk:
- Total ticket volume and trend
- Open vs resolved vs breached breakdown
- SLA compliance across all clients
- Technician utilization rates
- Average time to first response
- Average time to resolution
- Channel breakdown (email, portal, chat, SMS)
Date ranges
Select from preset ranges or define a custom period:
- Last 7 days
- Last 30 days
- Last quarter
- Custom range — Pick specific start and end dates
All reports respect your organization’s configured timezone.
Generating a report
Select report type
Navigate to PSA → Reports and choose the report you want to generate.
Set parameters
Choose the date range and, if applicable, the technician or client to report on.
Preview
The report renders on screen. Review the data before exporting.
Download PDF
Click Download PDF to save the report. The PDF matches the on-screen preview exactly.
Client Service Reports are useful for quarterly business reviews. Generate them ahead of client meetings to present objective service delivery data.
Scheduled reports
Scheduled report delivery via email is coming soon. You will be able to configure recurring reports that are automatically generated and sent to designated recipients on a weekly or monthly cadence.
