Support Hour Distribution
Overview
Below is a business-focused explanation of the Support Hour Distribution report in Dafater.
Support Hour Distribution
Module: Support
Report Type: Analytical (Script-based)
Based On: Support Issues
What business information this report provides
The Support Hour Distribution report shows how support team working hours are distributed across different support issues within a selected period. It helps management understand where support time is being spent, which issues consume the most effort, and how efficiently support resources are used.
This report transforms raw support activity into clear insights about workload, effort allocation, and service demand.
When and why to use this report
You should use this report when you want to:
- Monitor how support team time is allocated across issues
- Identify high-effort or time-consuming customer problems
- Evaluate workload balance among support staff
- Review support efficiency and service cost drivers
- Support staffing, scheduling, and budgeting decisions
It is especially useful during:
- Monthly or quarterly performance reviews
- Support capacity planning
- Cost and profitability analysis of support services
- Service improvement or optimization initiatives
Key columns and what they mean for business
While column names may vary slightly based on configuration, the report typically includes:
Issue
Represents the customer-reported problem or service request.
Business meaning: Helps identify which specific issues require the most support effort.
Support Hours
Total time spent by the support team on each issue.
Business meaning: Shows effort intensity and resource consumption per issue.
Support Person / Team
Indicates who worked on the issue.
Business meaning: Helps evaluate individual or team workload and productivity.
Issue Type / Category
Classifies the nature of the issue (for example: technical, billing, service request).
Business meaning: Identifies problem areas that generate the most support effort.
Customer
The customer associated with the issue.
Business meaning: Helps assess support cost per customer and identify high-support accounts.
Date or Period
Timeframe when the support hours were logged.
Business meaning: Enables trend analysis over time.
Available filters and their business purpose
The report typically includes the following filters:
Date Range
Limits results to a specific period.
Purpose: Analyze workload for a specific month, quarter, or billing cycle.
Support Person / Team
Focuses on selected staff members or teams.
Purpose: Review performance, balance workload, or assess staffing needs.
Issue Type
Filters by category of issue.
Purpose: Identify recurring problems or areas needing process improvement.
Customer
Shows support hours for specific customers.
Purpose: Evaluate customer profitability and service-level impact.
Status (Optional)
Filters by issue status (open, closed, resolved).
Purpose: Distinguish between ongoing and completed support work.
How to interpret the results for business decisions
High support hours on few issues
→ Indicates complex problems or inefficiencies that may require root-cause analysis or product improvement.Uneven distribution of hours across staff
→ Suggests workload imbalance and potential need for reallocation or training.Repeated high-effort issue types
→ Highlights areas where preventive actions, documentation, or automation could reduce support demand.High support hours for specific customers
→ Helps evaluate contract terms, pricing adjustments, or service-level agreements.
Common use cases and scenarios
Support Performance Review
Managers use the report to assess how effectively support teams spend their time and identify improvement opportunities.
Resource Planning
Helps determine whether current staffing levels are sufficient or if additional support capacity is needed.
Cost and Profitability Analysis
By understanding where support hours are spent, businesses can estimate support costs and align pricing or contracts accordingly.
Service Improvement Initiatives
Frequent, high-hour issues can trigger product fixes, process changes, or better customer education.
Customer Management
Account managers can use the report to discuss service usage with customers and manage expectations.
Summary
The Support Hour Distribution report in Dafater provides clear visibility into how support effort is allocated across issues, customers, and teams. It is a powerful tool for improving efficiency, controlling support costs, and making informed decisions about service delivery and resource management.
Report Information
- Module: Support
- Related DocType: Issue
- Report Type: Script Report
- Standard: Yes