For IT teams
Dashboard, reports, and exports
Operational dashboard, weekly ticket report, trend and comparison charts, and CSV and Excel (XLSX) downloads.
The dashboard and reports answer two questions: what needs attention now, and how things trend week by week. Both are available to users who can read their team's queue or the whole workspace. Figures follow your scope: your teams only, or the whole workspace. That scope is also written on the page and in downloaded files.
Operational dashboard
Open Dashboard in the Operations menu.
- Needs attention: open, unassigned, SLA breached or at risk, requester replied, open P1–P2, and pending tickets. Click a card to open the queue with the same filter.
- Workload per team or per assignee.
- The bar chart separates tickets whose SLA is breached from other open tickets, so the team under most pressure stands out.
- The chart and the table use the same rows: the top eight, or all of them when you choose Show all.
- Queue age.
- The chart shows how many open tickets fall into each age group, split into P1–P2 and P3–P4.
- Per-priority counts are in the table below it.
- Flow for today, this week, or this month: incoming, resolved, reopened, SLA compliance, and median times. The definitions match the weekly report.
Weekly ticket report
Open Ticket reports. Choose the number of weeks (1–26), the starting week, the ticket type, and the channel.
| Section | Chart | How to read it |
|---|---|---|
| Incoming tickets per channel | Stacked columns per week | Column height = that week's total; colour = channel. Channel colours stay the same in every chart. This table always includes all channels |
| SLA compliance | Response and resolution lines, 0–100% | Weeks without a sample are not drawn (never shown as 0% or 100%). Hollow point = small sample. Follows the Channel choice |
| Response and resolution time | Median lines in SLA business time | Calendar figures and P90 are in the table. Follows the Channel choice |
A * on the axis marks the current week.
Point at a chart to see the figures for each week. With the keyboard, press Tab until the chart is selected, then use the left/right arrows, Home, or End. The full figures are always in the table on the same card.
Service level and availability
Monitoring → Service level and Monitoring → Report show the ten lowest figures among the rows currently shown. Your period, team, search, and filters all apply.
- The dot is the assessed figure.
- The grey line is the possible range if time without data was actually down or up.
- The axis does not always start at 0% so that small differences are visible. Its lower bound is written under the chart.
See also Service level per service.
Downloading CSV or Excel
The Download button is on the ticket queue, the dashboard, the weekly ticket report, the monitoring report, service level, and usage. Choose one:
- CSV: text with semicolon separators and decimal commas, which opens directly in Excel set to Indonesian.
- Excel (XLSX): exactly the same rows and columns as the CSV, but numbers are stored as numbers and times as date-times, ready to sum, filter, or chart.
- Times are written in the workspace time zone.
- The Keterangan (notes) sheet records the report, period, time zone, scope, filters, and when it was created.
Both files contain what is shown:
| Report | File contents |
|---|---|
| Ticket queue | The active tab, filters, and search, across all pages |
| Monitoring report and service level | The rows shown, in table order |
| Weekly ticket report | All channels, with a kanal (channel) column |
Ticket titles that start with = are stored as text, never as formulas.
If your session ends while downloading, RANCAQ asks you to sign in again and then reopens the same report with the same filters and period. Download not finished appears above the report. Choose Download … again once you have checked the contents. The download does not start automatically.