Four levels of reporting are available within RMS: worklist reporting; standard reporting within the application; bespoke reporting; the RMS Management Information System.
Worklists - Worklists provide powerful sub selection of incidents, problems and changes based on a query tool. Any field from the call can be displayed within the worklist columns and these columns can be sorted. Using the Edit/Copy option from the menu bar allows you to then paste this sub selection into word, excel etc.
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Standard Reporting - Standard reports are available for all of the RMS products. These are produced in Crystal (currently version 11). These reports are openly available for customisation.
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Many of the reports have custom selection and filter lists to enable flexibility at runtime. No special skills are required. The RMS standard reports can be output to word, PDF, excel etc etc and are a mix of graphical and text.
Bespoke Reporting – RMS also publishes a full database structure to allow our customers to use a reporting tool of their choice to create bespoke reports. If customers decide to use Crytsal, RMS provide a Printshell which allows bespoke reports to be used on any PC with RMS installed, without the need for a Crystal installation. Printshell uses a simple tree structure to publish the reports.
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RMS Management Information System - RMS MIS is a web based, real time management station with drill down capabilities designed to monitor key situations. Available with a library of reports, RMS will also work with customers to ensure it is customised to their requirements. The information can be made available in traffic format (as situations approach OLA or SLA the traffic lights turn from green to amber to red), graphically, in table format and so on. RMS MIS is fully integrated into the Customer Service Centre portal. Some examples are shown below:-
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