Reporting

Overview
Creating a Report
Creating a PDF File
Exporting Results to a Spreadsheet
Tailoring Your Reports

Overview

NOTE:

Reporting reflects data from the previous day. If you wish to review real-time information, you should perform a Service Request or Service Message operation.
If a user profile is applied to your User ID, it does not limit the filtering capability of the Reporting functionality.
Please see the following topics for additional information on Service Center:

The Reporting screen provides you with reporting capabilities that should enable you to:

Reduce NIGO's (Not In Good Order) and rejects.
Identify areas for process improvement.
Track the progress on all your Service Requests and Service Messages.
Track the performance and volume associated with your Service Requests and Service Messages.

There are two different types of reports:

Details View: This report provides detailed information for a set of Service Requests or Service Messages. For example, you can use this report to clarify why the NIGO or Rejected percentage within the Summary View is higher this month than last month.
Summary View: This report is similar to a report card for a selected set of Service Requests or Service Messages. It lists how many requests or messages were submitted, how many are outstanding, and how many are related to each specific status.

After generating and displaying a report, you can create and view a PDF version of the report. If you wish, you also can export the results to Microsoft Excel^® (create an XLS file) or another spreadsheet application (create a CSV file). Once the information is in a spreadsheet, you then can use the application's charting capabilities to analyze potential trends, based on data you selected and exported .

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Creating a Report

Select Service > Service Center > Reporting.
Make your selections in the various areas of the Reporting screen based on the type of report you wish to create and the information it will contain.
When you finish establishing the report's criteria, select the Submit button. NOTE: Select the Clear button to reset all report settings to their defaults.
An interim screen displays momentarily while the report is being created; the report displays as soon as it is generated and available for viewing. NOTE: Select the Cancel button on the interim screen to terminate the creation of the report and return to the Reporting screen.
If the report has a large number of columns, you must scroll to the right to view the entire contents. NOTE: The criteria you established on the Reporting screen displays above the results.
Use the following links to perform additional operations:
- New Query: Select this link to return to the Reporting screen. The settings on the screen reflect the defaults.
- Modify Query: Select this link to return to the Reporting screen. The settings on the screen reflect those established for the current report. You can make a change or changes to the criteria to generate a report containing revised results, for example, a narrower search of your Service Requests or Service Messages.
- PDF: Select this link to create an Adobe Portable Data Format (PDF) file from the report contents.
- XLS: Select this link to export the report contents to a Microsoft Excel file.
- CSV: Select this link to export the report contents to a Comma-Separated Value (CSV) file.

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Creating a PDF File

Create a report.
Select the PDF link to display a pop-up screen. NOTE: File creation is done in the background, meaning you can continue to work within the application while the file is generated.
If you wish to terminate your request, select the Cancel button. Otherwise, the PDF file displays when available.

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Exporting Results to a Spreadsheet

NOTE: Generating either an XLS or a CSV file allows you to create a spreadsheet containing the report contents. Then you can use this information for further reporting and analysis purposes, as necessary.

Create a report.
Select either the XLS or CSV link to display a pop-up screen. NOTE: File creation is done in the background, meaning you can continue to work within the application while the file is generated.
If you wish to terminate your request, select the Cancel button.
Once the export is complete, a second pop-up window displays. Select the Continue button to view and most likely save the file. NOTE: You have the option to ignore the export file, close the window, and terminate the operation by selecting the Cancel Export button.
After selecting the Continue button, the File Download page displays. Use the buttons to make your operational choice:
- Open: Opens the export file.
- Save: Opens a dialog box which you use to locate the folder where you wish to save the export file.
- Cancel: Closes the page and terminates the operation without saving any export results.

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The following tables describe the various settings available on the Reporting screen. There are separate tables for the four sections of the screen: Report Type, Report Filter, Report Columns, and Sort By. There also is a table that includes descriptions for the three buttons at the bottom of the page. You use this information to create custom reports related to your Service Requests and Service Messages.

Report Type

NOTE: The choices you make in this section control the selections available in the Report Filter and Report Columns areas of the screen.

Selection	Description
Run Report For	Choose whether the report will be for Client Service Requests or Service Messages.
Show	Choose the overall format for your report. Details View: Make this selection if you want to create a detail report. When making this choice, the data selected in the Report Filter section is returned at the lowest level of detail, which is by Tracking Number. Summary View: Make this selection if you want to create a summary report. When making this choice, the data selected is summarized based on the selections in the Report Filter section.
Status	Choose the overall Service Request or Service Message status category to include in your report. The returned Service Requests or Service Messages display by Create Date. Open: Make this selection if you want to create a report that contains all Service Requests or Service Messages with a status of Open. Closed: Make this selection if you want to create a report that contains all Service Requests or Service Messages with a status of Closed. All (default): Make this selection if you want to create a report that contains All statuses.

Selection

Description

Run Report For

Choose whether the report will be for Client Service Requests or Service Messages.

Show

Choose the overall format for your report.

Details View: Make this selection if you want to create a detail report. When making this choice, the data selected in the Report Filter section is returned at the lowest level of detail, which is by Tracking Number.
Summary View: Make this selection if you want to create a summary report. When making this choice, the data selected is summarized based on the selections in the Report Filter section.

Status

Choose the overall Service Request or Service Message status category to include in your report. The returned Service Requests or Service Messages display by Create Date.

Open: Make this selection if you want to create a report that contains all Service Requests or Service Messages with a status of Open.
Closed: Make this selection if you want to create a report that contains all Service Requests or Service Messages with a status of Closed.
All (default): Make this selection if you want to create a report that contains All statuses.

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Report Filter

Selection	Description
Category	Drop-down list, which defaults to All. Used to indicate the Service Request or Service Message category.
Subcategory	Drop-down list, which defaults to All. Contents that display are dependent upon the selection made in the Category drop-down list. Used to indicate the Service Request or Service Message subcategory (Service Request or Service Message itself). NOTE: You can choose ONLY ONE Subcategory from the list.
Status	Drop-down list, which defaults to All Statuses. Used to select Service Requests or Service Messages with a given state of completion.
Date Range	Used along with the From and To fields to specify a date range (up to a 25 month date range). The Date Range default to the last 30 business days if you select All Closed, any one Closed entry, or All from the Status drop-down list. From: Represents either the Create Date or the Closed Date of all Service Requests from the date specified. To: Represents either the Create Date or the Closed Date of all Service Requests from the date specified. NOTE: Must be a date prior to the current date.
Age of Requests NOTE: This filter applies only to Service Requests.	This field refers to the total age of a Service Request from initiation to current status and is defined and calculated by hours of business operation. Used in conjunction with one or two related fields whose drop-down list entries are 1 Day, 2 Days, 3 Days, 4 Days, 1 Week, 2 Weeks, 3 Weeks, and 4 Weeks. Selections are: Greater Than (the default): Greater than the specified amount of days/weeks Less Than: Less than the specified amount of days/weeks Between: Greater but Less Than the specified amount of days/weeks
Account #	10 character field used to indicate a specific, valid account number to which you have access. NOTE: Error message displays if the account number entered does not match a valid account accessible by you. Format is: First 3 positions are alphanumeric Last 6 positions are numeric only May contain a dash in the fourth position
Agency NOTE: This filter applies only to Service Requests.	8 character field used to indicate the Agency code assigned to the account on Fidelity's FBSI system. NOTE: Entries can be alphanumeric only.
Entering User ID NOTE: This filter applies only to Service Requests.	10 character numeric field used to indicate the User ID of a specific individual who submitted the Service Request. NOTE: Error message displays if you enter less than 10 numbers.
Responding User ID NOTE: This filter applies only to Service Messages.	10 character numeric field used to indicate the User ID of a specific individual who responded to the Service Message. NOTE: Error message displays if you enter less than 10 numbers.
Response NOTE: This filter applies only to Service Messages.	Drop-down list used to display Service Messages based on the type of response that is needed; options are no selection (the default), All, Required, Optional, or Not Allowed.
Addl Action Req'd NOTE: This filter applies only to Service Messages.	Drop-down list used to display Service Messages based on whether additional action is required; options are no selection (the default), All, Yes, or No.

Selection

Description

Category

Drop-down list, which defaults to All. Used to indicate the Service Request or Service Message category.

Subcategory

Drop-down list, which defaults to All. Contents that display are dependent upon the selection made in the Category drop-down list. Used to indicate the Service Request or Service Message subcategory (Service Request or Service Message itself).

NOTE: You can choose ONLY ONE Subcategory from the list.

Status

Drop-down list, which defaults to All Statuses. Used to select Service Requests or Service Messages with a given state of completion.

Date Range

Used along with the From and To fields to specify a date range (up to a 25 month date range). The Date Range default to the last 30 business days if you select All Closed, any one Closed entry, or All from the Status drop-down list.

From: Represents either the Create Date or the Closed Date of all Service Requests from the date specified.
To: Represents either the Create Date or the Closed Date of all Service Requests from the date specified. NOTE: Must be a date prior to the current date.

Age of Requests

NOTE: This filter applies only to Service Requests.

This field refers to the total age of a Service Request from initiation to current status and is defined and calculated by hours of business operation. Used in conjunction with one or two related fields whose drop-down list entries are 1 Day, 2 Days, 3 Days, 4 Days, 1 Week, 2 Weeks, 3 Weeks, and 4 Weeks.

Selections are:

Greater Than (the default): Greater than the specified amount of days/weeks
Less Than: Less than the specified amount of days/weeks
Between: Greater but Less Than the specified amount of days/weeks

Account #

10 character field used to indicate a specific, valid account number to which you have access.

NOTE: Error message displays if the account number entered does not match a valid account accessible by you.

Format is:

First 3 positions are alphanumeric
Last 6 positions are numeric only
May contain a dash in the fourth position

Agency

NOTE: This filter applies only to Service Requests.

8 character field used to indicate the Agency code assigned to the account on Fidelity's FBSI system.

NOTE: Entries can be alphanumeric only.

Entering User ID

NOTE: This filter applies only to Service Requests.

10 character numeric field used to indicate the User ID of a specific individual who submitted the Service Request.

NOTE: Error message displays if you enter less than 10 numbers.

Responding User ID

NOTE: This filter applies only to Service Messages.

10 character numeric field used to indicate the User ID of a specific individual who responded to the Service Message.

NOTE: Error message displays if you enter less than 10 numbers.

Response

NOTE: This filter applies only to Service Messages.

Drop-down list used to display Service Messages based on the type of response that is needed; options are no selection (the default), All, Required, Optional, or Not Allowed.

Addl Action Req'd

NOTE: This filter applies only to Service Messages.

Drop-down list used to display Service Messages based on whether additional action is required; options are no selection (the default), All, Yes, or No.

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Report Columns

Selection	Description
Available	This section displays the additional data available for display in conjunction with the default columns (listed in gray in the Selected area). Client Service Requests: Optional entries if Details View is selected: Short Name: The short name associated with an account. Create Date: The date a Service Request was created. Agency: The Agency code assigned to the account on Fidelity's FBSI system. Entering User ID: The User ID of a specific individual of a specific individual who submitted the Service Request. Expected Resolution Time: The time frame within which you can expect the Service Request to be Completed/Closed, assuming it does receive a status of NIGO, Rejected/Unable to Process, Cancel, or Reroute. Optional entries if Summary View is selected: Agency: The Agency code assigned to the account on Fidelity's FBSI system. Subcategory: The Service Request subcategory (Service Request itself). Status: The given state of completion for a Service Request. Service Messages: Optional entries if Details View is selected: Short Name: The short name associated with an account. Create Date: The date a Service Message was created. Closed Date: The date a Service Message was closed. Agency: The Agency code assigned to the account on Fidelity's FBSI system. Priority: Service Messages with a due date that is expiring within two hours, or is past due are flagged as priority messages. Optional entries if Summary View is selected: Agency: The Agency code assigned to the account on Fidelity's FBSI system. Subcategory: The Service Message subcategory (Service Message itself). Status: The given state of completion for a Service Message.
Selected	This section displays the data and its display order on the screen and in the report. The default columns are listed in gray. You cannot delete these columns, nor can you re-order them. Any Available selections you make display below the defaults; these are the columns you can manipulate using the buttons (Add All, Add, Remove, and Remove All, as well as the Up and Down arrows). Client Service Requests: Default entries if Details View is selected: Tracking #: The unique number used to identify a Service Request. Account #: The unique number used to identify an account. Category: The Service Request category. Subcategory: The Service Request subcategory (Service Request itself). Status: The given state of completion for a Service Request. Total Age of Requests: The total amount of the Age of Requests divided by the Volume of Service Requests. Default entries if Summary View is selected: Category: The Service Request category. Volume: The total number of Service Requests. Total Age of Request: The total age of a Service Request from initiation to current status. % Within Expected Resolution: The total eligible Service Requests (IGO-completed) that met the deadline divided by total eligible Service Requests (IGO-completed). Saved Volume: The number of Service Requests that are saved. Saved %: Percentage of total Service Requests that are saved. This calculation is based on the total number of requests in the selected Date Range. Cancelled Volume: The number of Service Requests that were cancelled. Cancelled %: A percentage of the total Service Requests that were cancelled. This calculation is based on the total number of requests in the selected Date Range. Rejected Volume: The number of Service Requests that were rejected. Rejected %: A percentage of the total Service Requests that were rejected. This calculation is based on the total number of requests in the selected Date Range. Escalated Volume: The number of Service Requests that were escalated. Escalated %: A percentage of the total Service Requests that were escalated. This calculation is based on the total number of requests in the selected Date Range. Reopened Volume: The number of Service Requests that were reopened. Reopened %: A percentage of the total Service Requests that were reopened. This calculation is based on the total number of requests in the selected Date Range. Service Messages: Default entries if Details View is selected: Tracking #: The unique number used to identify a Service Message. Account #: The unique number used to identify an account. Category: The Service Message category. Subcategory: The Service Message subcategory (Service Message itself). Status: The given state of completion for a Service Message. Response: The type of response that is needed to the Service Message; options are no selection (the default), Required, Optional, or Not Allowed. Response Timeframe Due Date: The date and time by which a response it due to the Service Message. Date/Time Responded to: The date and time the users responded to the Service Message. Submitted by Response Deadline: The Service Messages for which a response was received by the response deadline. Responded by User ID: The ID of the user who responded to the Service Message. Additional Action Required: The Service Messages for which additional action is required. Default entries if Summary View is selected: Category: The Service Message category. Volume: The total number of Service Messages. Service Messages Viewed Volume: The number of Service Messages that were viewed. Service Messages Viewed %: Percentage of total Service Messages that were viewed. This calculation is based on the total number of messages in the selected Date Range. Submitted by Response Deadline Volume: The number of Service Messages for which a response was received by the response deadline. Submitted by Response Deadline %: A percentage of the total Service Messages for which a response was received by the response deadline. This calculation is based on the total number of messages in the selected Date Range. NIGO Response Volume: The number of Service Messages for which the response was Not In Good Order (NIGO). NIGO Response %: A percentage of the total Service Messages for which the response was Not In Good Order (NIGO). This calculation is based on the total number of messages in the selected Date Range. Reopened Volume: The number of Service Messages that were reopened. Reopened %: A percentage of the total Service Messages that were reopened. This calculation is based on the total number of requests in the selected Date Range. Purged as Unread Volume: The number of Service Messages that were automatically purged because they were not read within 30 days following the last update (on day 31). Purged as Unread %: A percentage of the total Service Messages that were automatically purged because they were not read within 30 days following the last update (on day 31). This calculation is based on the total number of requests in the selected Date Range.

Selection

Description

Available

This section displays the additional data available for display in conjunction with the default columns (listed in gray in the Selected area).

Client Service Requests:

Optional entries if Details View is selected:
- Short Name: The short name associated with an account.
- Create Date: The date a Service Request was created.
- Agency: The Agency code assigned to the account on Fidelity's FBSI system.
- Entering User ID: The User ID of a specific individual of a specific individual who submitted the Service Request.
- Expected Resolution Time: The time frame within which you can expect the Service Request to be Completed/Closed, assuming it does receive a status of NIGO, Rejected/Unable to Process, Cancel, or Reroute.
Optional entries if Summary View is selected:
- Agency: The Agency code assigned to the account on Fidelity's FBSI system.
- Subcategory: The Service Request subcategory (Service Request itself).
- Status: The given state of completion for a Service Request.

Service Messages:

Optional entries if Details View is selected:
- Short Name: The short name associated with an account.
- Create Date: The date a Service Message was created.
- Closed Date: The date a Service Message was closed.
- Agency: The Agency code assigned to the account on Fidelity's FBSI system.
- Priority: Service Messages with a due date that is expiring within two hours, or is past due are flagged as priority messages.
Optional entries if Summary View is selected:
- Agency: The Agency code assigned to the account on Fidelity's FBSI system.
- Subcategory: The Service Message subcategory (Service Message itself).
- Status: The given state of completion for a Service Message.

Selected

This section displays the data and its display order on the screen and in the report. The default columns are listed in gray. You cannot delete these columns, nor can you re-order them. Any Available selections you make display below the defaults; these are the columns you can manipulate using the buttons (Add All, Add, Remove, and Remove All, as well as the Up and Down arrows).

Client Service Requests:

Default entries if Details View is selected:
- Tracking #: The unique number used to identify a Service Request.
- Account #: The unique number used to identify an account.
- Category: The Service Request category.
- Subcategory: The Service Request subcategory (Service Request itself).
- Status: The given state of completion for a Service Request.
- Total Age of Requests: The total amount of the Age of Requests divided by the Volume of Service Requests.
Default entries if Summary View is selected:
- Category: The Service Request category.
- Volume: The total number of Service Requests.
- Total Age of Request: The total age of a Service Request from initiation to current status.
- % Within Expected Resolution: The total eligible Service Requests (IGO-completed) that met the deadline divided by total eligible Service Requests (IGO-completed).
- Saved Volume: The number of Service Requests that are saved.
- Saved %: Percentage of total Service Requests that are saved. This calculation is based on the total number of requests in the selected Date Range.
- Cancelled Volume: The number of Service Requests that were cancelled.
- Cancelled %: A percentage of the total Service Requests that were cancelled. This calculation is based on the total number of requests in the selected Date Range.
- Rejected Volume: The number of Service Requests that were rejected.
- Rejected %: A percentage of the total Service Requests that were rejected. This calculation is based on the total number of requests in the selected Date Range.
- Escalated Volume: The number of Service Requests that were escalated.
- Escalated %: A percentage of the total Service Requests that were escalated. This calculation is based on the total number of requests in the selected Date Range.
- Reopened Volume: The number of Service Requests that were reopened.
- Reopened %: A percentage of the total Service Requests that were reopened. This calculation is based on the total number of requests in the selected Date Range.

Service Messages:

Default entries if Details View is selected:
- Tracking #: The unique number used to identify a Service Message.
- Account #: The unique number used to identify an account.
- Category: The Service Message category.
- Subcategory: The Service Message subcategory (Service Message itself).
- Status: The given state of completion for a Service Message.
- Response: The type of response that is needed to the Service Message; options are no selection (the default), Required, Optional, or Not Allowed.
- Response Timeframe Due Date: The date and time by which a response it due to the Service Message.
- Date/Time Responded to: The date and time the users responded to the Service Message.
- Submitted by Response Deadline: The Service Messages for which a response was received by the response deadline.
- Responded by User ID: The ID of the user who responded to the Service Message.
- Additional Action Required: The Service Messages for which additional action is required.
Default entries if Summary View is selected:
- Category: The Service Message category.
- Volume: The total number of Service Messages.
- Service Messages Viewed Volume: The number of Service Messages that were viewed.
- Service Messages Viewed %: Percentage of total Service Messages that were viewed. This calculation is based on the total number of messages in the selected Date Range.
- Submitted by Response Deadline Volume: The number of Service Messages for which a response was received by the response deadline.
- Submitted by Response Deadline %: A percentage of the total Service Messages for which a response was received by the response deadline. This calculation is based on the total number of messages in the selected Date Range.
- NIGO Response Volume: The number of Service Messages for which the response was Not In Good Order (NIGO).
- NIGO Response %: A percentage of the total Service Messages for which the response was Not In Good Order (NIGO). This calculation is based on the total number of messages in the selected Date Range.
- Reopened Volume: The number of Service Messages that were reopened.
- Reopened %: A percentage of the total Service Messages that were reopened. This calculation is based on the total number of requests in the selected Date Range.
- Purged as Unread Volume: The number of Service Messages that were automatically purged because they were not read within 30 days following the last update (on day 31).
- Purged as Unread %: A percentage of the total Service Messages that were automatically purged because they were not read within 30 days following the last update (on day 31). This calculation is based on the total number of requests in the selected Date Range.

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Sort By

The Sort By settings (Primary Sort and Secondary Sort) determine the order in which the rows of data are returned and display in the report. By default, the data results always are sorted by the first column. If you make a selection in the Sort By drop-down list, then the results are sorted according to that column. Also by default, the data is sorted in ascending order. However, using the associated drop-down list, you have the option to sort in descending order.

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Buttons

Selection	Description
Clear	Returns all fields and settings to their defaults.
Submit	Submits the requested report for generation.

718646.3.0

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