General Report

This is a general portal performance report that is print-friendly and ready to export with a few clicks. It gives you a quick, high-level overview to complement the more robust "all requests" spreadsheet export as well as the other reports in the portal.

Run the General Report

1. Navigate to the Admin header and click Reports in the drop-down
   
2. Click the General Report button
   
3. Select your Date Range for the report
   
4. Click the Export button to generate the report and download it to your computer
   

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General Report Information

The following information can be found in the General Report. 

General Overview

• Requests received: Total number of new requests received during the reporting period
• Total requests: Total number of requests in the portal at the beginning of the reporting period
• Requests closed: Total number of requests closed during this reporting period
• Requests open: Total number of open requests by the end of this reporting period
• Requests overdue: Total number of requests that became overdue in this reporting period
• Requests paused: Total number of requests that were paused by the end of this reporting period

Response and Fulfillment

• Late responses: Total number of requests where an initial response was sent after the response window expired
• Median Days to respond: Median response time in days in this reporting period
• Average Days to respond: The average time in days in this reporting period
• Fulfilled outside of 5 days: Number of requests closed beyond 5 days of request submission during this reporting period
• Fulfilled within 5 days: Total number of requests closed within 5 days of request submission during this reporting period
• Days to fulfillment: Median number of days taken to fulfill all requests in this reporting period

Staff Time

• Hours spent: Total number of hours spent on requests in this reporting period
• Median hours spent: Median number of hours staff spent on each request
• Average hours spent: Average number of hours staff spent on each request

Staff Cost

• Dollars spent: Total amount of money spent (from staff costs) fulfilling requests in this reporting period
• Median dollars spent: Median amount of money spent (from staff costs) on each request
• Average dollars spent: Average amount of money spent (from staff costs) on each request

Cost Recovery

• Total invoices: Total number of requests with invoices
• Dollars received: Total amount of money received from all requests with invoices in this reporting period
• Median dollars earned: Median amount of money received from each request with invoices in this reporting period
• Average dollars earned: Average amount of money received from each request with invoices in this reporting period

Requests by Department

This table breaks down how many requests were received and closed by each department. It also shows the median fulfillment speed for each department in this reporting period. 

Additional Data

• Message Templates Report: The total number of times each template was used.
• Closure Response Report: The total number of times each closure response was used.
• Tag Report: The total number of times each tag was used.

Impact Factors

We've made some assumptions that impact the data that's being pulled. Please take a look at them below (also listed at the end of your report).

• Requests Overdue: For requests that were closed prior to October 28, 2018 requests are counted as overdue only if they were overdue at the time the request was closed.
• Late Responses: A late response indicates that there were no documents released; no message or invoice sent to the requester; or that the request remained open past its due date.
• Response and Fulfillment Speed:
  • Response time is tracked using the first external message sent through the NextRequest portal. This metric assumes that the message sent includes either a "request for clarification" or a time estimate.
  • Fulfillment time is calculated based on the time from when the request was created to the first date the request was closed (if there are multiple closed dates, only the first one is used).
  • Median days to close and average days to close are calculated based on the number of requests that have a closed date within the reporting period.
• Staff Time: Staff time only accounts for time logged in NextRequest. This metric assumes that staff members regularly log all staff time in the portal and that the hourly rates are accurate and up-to-date.
• Staff Cost: Staff cost only accounts for costs logged in NextRequest. This metric assumes that staff members regularly log costs in the portal.
• Message Templates Report: The message templates report tracks message template usage from February 25, 2018, onwards.

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