The Escalation Response Time report provides an overview package escalations and response times to support on-date package delivery. The report contains filters at the top, key performance metrics and performance charts.
Filters at the top of the report allows users to control how data is presented in the report. The filters include:
Client/Location – allows users to select all locations or a specific location
User – allows users to select ALL or specific carriers user who is managing packages
Escalation Reason – allows users to select ALL, Yes or No for package escalations to view
Escalation Date – allows users to select date range the package escalated
Key Metric Boxes
Total Escalations – count of escalated shipped
Total Responded Escalations – count escalated packages that received a response
Average Response Time (hours) - average response time for escalated packages
Average Response By Users
Shows users and number of responded escalations, average response time per day and average response time (hours)
Average Response By Escalation Reason
Shows escalation reason and number of responded escalations, average response time per day and average response time (hours)
Average Response / Day
Shows volume and percentage of escalations over a period of time
Details Tab
Shows details of the escalated packages and allows users to export packages