Warning

Please read our disclamer about data accuracy (for 2016 data or time-related KPIs), by using this link.

Process Owner

Jordi Pujol - Processes Support

IS Expert | D&PS Support

David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS
All the KPIs of this page are based on Process request tickets (HtR, PtP, OtC, RtR requests).
If you're wondering about business hours or active status , you can follow the links.

Target Users

  • IS
  • CRM / BRM
  • Processes Managers

SBS Support dashboard access

Please fill-in the access form.  

Indicators

You can see the "data calculation & filters" table by following this link (Google Spreadsheet).

 

Volume & Evolution
  • Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
  • Ongoing age (in days) for open tickets at current date
  • The number of Ongoing tickets at the current date by month or year of creation.
Time in group
Only available when a team is selected
  For each process, it measures the average cumulated time spent in Business Hours in all active status in its own process freshdesk group
example for HtR CC Lisbon :
- all tickets type "HtR request" closed/resolved by HtR CC Lisbon
=> sum of BH hours on active status linked to Historical group "HtR CC Lisbon"
  • Evolution in hours : Time spend in each group (catch of the changing group date within the Activities table). Time per ticket => average
  • Details table :
Resolution
  • Resolution time
  • Age bucket
  • First Response Time
    • total cycle time between the creation date and the first response provided to the requester .
  • First contact resolution in business hours on active status
    • refers to the tickets that are only assigned to one group and the % vs the total of tickets
  • Contact Center Transfer time in business hours on active status
    • refers to the tickets initially created into a SPOC Group (PTP HD APAC; PTP HD EMEA; PTP HD LAM/NAM; PTP HD RIGA; HtR - CC Bangkok; HtR - CC Lisbon) and transfered to a non-SPOC group.

Sources

Freshdesk

Refresh frequency
Daily

Specific Dimensions

  • Priority
  • Process
  • Sub Process
  • Category
  • Team (mapping on Process groups) : last team assigned to the ticket
  • Level
  • Group
  • Source
  • Historical Team
  • Historical Level
  • Historical Group

Scope

  • Current year
  • Y-1

Not able to find the solution? Contact SBS Support.

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1 Comment

  1. Stephane BOURGEAUD-LIGNOT

    As we had requests on this point, I would like to confirm that "Time in group" indicator (and SLA) does not take into account waiting status (waiting for your reply, waiting on third party, ...) since waiting status are considered inactive status.