Dispute reports

The Disputes group of Interactive Reports has six reports about disputes:

Report	Answers
Dispute KPIs	How many disputes were raised, how many are still open, how many kept to their SLA, and how fast are they acknowledged and resolved?
Open Dispute Ageing	How long have today’s open disputes been open, and how many are past their due date?
SLA Performance	How many disputes stayed within their SLA, were resolved late, or are still open past it?
Disputes Breakdown	Where do disputes come from: which statuses, categories, types, root causes, entities, departments, user groups or sources?
Financial Exposure	How much is at stake, recovered, written off and still outstanding?
Owner and User Group Workload	Who holds the open disputes, and how many are overdue or due soon?

To open one, select Reports > Interactive and then the report under Disputes. Choosing a report, the chart, the summary table, the drill-down lists and the Excel export work as for every interactive report: see Interactive Reports.

Filters

The dispute reports have their own filters:

Filter	Limits the report to
Company	One company you have access to (system administrators see all). It starts on the company you last chose on the Disputes list.
Date raised	Disputes entered in TrakIT between the two dates, in the company’s own time zone. Not on Open Dispute Ageing and Owner and User Group Workload, which show the disputes open today.
Category, Type, Root cause	The ticked categories, types and root causes. The Type list follows the categories you tick.
Severity, Status type, Entity type	The ticked severities, stages (Open, Waiting, Resolved, Closed, Canceled) and entity types. Status type is in the Company box, under the company; Entity type and Severity have a box of their own, before Entity.
Dispute owner, Department, User group, Entity	The ticked owners, departments, user groups and entities. The owner, user group and entity lists hold those of the company’s disputes.

In each list, ticking nothing means all. (Not set), (No department) and (No user group) find the disputes where the field is empty. Group by chooses the rows of the report. Every dispute report can group by Category + Type (each type shown as category > type) and by Status.

Every report counts only the disputes you can open (see Who can open a dispute). With the same company, dates and filters, its total is the same as the Total Disputes box of the Disputes list.

Days are counted the way each dispute’s SLA counts them: in calendar days, or in business days for a dispute set to Business Days.

Dispute KPIs

The disputes raised in the period, grouped by Category, Category + Type, Status, Severity, Dispute owner or Entity.

Column	Counts
Raised	The disputes raised.
Open	Those still open or waiting.
Resolved or closed	Those resolved or closed.
Within range, Out of range	Those within, and beyond, their SLA target days.
Out of range %	The share out of range, of the disputes raised that are not canceled.
Avg days to acknowledge	The average time from when a dispute was raised to its first Acknowledged status, in days.
Avg days to resolve	The average days open of the disputes with a resolution date, leaving out canceled ones.
Reopened	Those reopened at least once.
Canceled	Those canceled.

Open Dispute Ageing

The disputes open or waiting today, grouped by Category, Category + Type, Status, Dispute owner, Severity or User group, by how long they have been open: 0-7 days, 8-30 days, 31-60 days and Over 60 days. Past SLA due date counts those whose due date has passed, and Oldest (days) is the longest any has been open.

SLA Performance

The disputes raised in the period, grouped by Severity, Category, Category + Type, Status or Dispute owner, against their SLA: Within range, Out of range, Within range %, Avg SLA target (days), Avg days open, Resolved within SLA, Resolved late and Open past SLA. Canceled disputes are left out: they have no SLA outcome.

Disputes Breakdown

The disputes raised in the period, grouped by Status, Category, Category + Type, Root cause, Entity, Department, User group or Source, with how many are in each stage (Open, Waiting, Resolved, Closed, Canceled) and how many are out of range. The chart shows the disputes per status.

Financial Exposure

The money at stake on the disputes raised in the period: At stake, Recovered, Written off, Outstanding and Recovered %. The report groups by currency first, then by Category, Category + Type, Status, Entity or Dispute owner. Amounts are never converted or added across currencies, so the report has no grand total; each currency has its own row and its own tile. The chart is drawn when there is one currency.

Owner and User Group Workload

The disputes open or waiting today, grouped by Dispute owner, User group, Category + Type or Status: Open, Waiting, Past SLA due date, Due within 7 days, Critical or high and Oldest (days). Disputes with no user group are under (No user group).

See the disputes behind a figure

Select an underlined figure to list the disputes behind it, newest first, with their Status, Severity, Dispute owner, Entity, Category, the date raised, SLA due date, Days open and SLA status; with Financial - Read, also their Currency, At stake and Outstanding. Select a dispute’s code to open it.

Who can use these reports

Section	Permission	Allows you to
Interactive Reports	Generate Report	Open the page.
Dispute Management	Read and Dashboard	Run the dispute reports. Without them, the reports are greyed out: You need the Dispute Management Dashboard permission for this report.
Dispute Management	Financial - Read	Run Financial Exposure, and see the amounts in the lists behind the figures.