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February 2001:
Featured Article Featured Survey
What Can We Do with All This Issue Data?

So you've got a few months' worth of data. All those calls and responses. What can be done with it? In one word � trending. Most, if not all, of the latest help desk software programs have a built-in reporting feature. Generally, this feature allows you to make inquiries to your database and generate output that can depict your call desk environment. Reports can be produced which provide information on issues in summary, detailed, or statistical formats. You can filter the data by specifying a query. Most help desk software query programs give you the ability to print routine and custom reports. Click for more...

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