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Frequently Asked Questions

Does OLAP display the data based on the TicketRx bucket the locate is in?

No, locates are associated with the last person who worked the ticket.

We look at the current week's data in OLAP and we don't see any tickets associated with any users?

This is due to the fact that OLAP only associates a locate with the last person who worked the ticket. The tickets won't show up in OLAP until they are worked by someone.

The last week or two of data looks incorrect (no tickets or too few tickets associated with users), but older data looks fine?

This is due to the fact that OLAP only associates a locate with the last person who worked the ticket. The tickets won't show up in OLAP until they are worked by someone.

Which reports in TicketRx correspond to displaying "Qty" for "Employee" by "Close Date" in OLAP?

Displaying "Qty" for "Employee" by "Close Date" in OLAP corresponds to the Productivity Report and the Tickets Closed Count Report. It shows the locates closed during the specified date range. The difference is that OLAP only shows the user who last worked the ticket, whereas the Productivity Report will show all users who worked a ticket.

What report in TicketRx corresponds to displaying "Qty" by "Receive Date" in OLAP?

There is not a report in TicketRx that corresponds to displaying "Qty" by "Receive Date" in OLAP. Displaying "Qty" by "Receive Date" in OLAP will show the locates on tickets received during the specified date range.

Does displaying "Qty" for "Employee" by "Receive Date" in OLAP correspond to the Tickets Received by Manager report in TicketRx?

No, displaying "Qty" for "Employee" by "Receive Date" in OLAP shows data for locates received during the specified date and last worked by the employee. The Tickets Received by Manager report shows the number of tickets that were received within the specified date range by the manager and the employees below him in the user hierarchy. Since this report is based on what user's bucket a ticket is currently assigned to, the values in this report will change (even for past date ranges) as tickets are moved between user buckets.