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


Image Modified


Info
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titleProcess Owner
--
--
Jordi Pujol - Processes Support


Info
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titleIS Expert | D&PS Expert
Miriam Luttrin

General Description

Support
David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS



Info
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.



Info
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titleTarget Users
  • IS
  • CRM / BRM
  • Processes Managers


Info
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titleSBS Support dashboard access
Please fill-in the access form.  



Indicators


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

 

Based on Process request Ticket type (HtR request, PtP request, OtC request, RtR request) , the indicators give a general view of

Volume & Evolution
  • Trends
of
  • 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
  • of Ongoing tickets at the current
date
  •  date by month or year of creation.
Time in group
Info


Image Added
Only available when a team is selected
in the left panel filters.
  • Evolution by month of average time (business hours)spent in any active status in its own process fresdesk group.
  • % ... SLA validé ???
    • Average time (business hours)spent in any
      For each process, it measures the average cumulated time spent in Business Hours in all active status in its own process
    fresdesk group based on ticket priority.

    Resolution

    • Resolution time in business hours (and active status) or in total cycle time (resolution date - creation date)
    • Age bucket in business hours (and active status).
    • "First response time" is the time before the first answer to the user. This KPI shows the support reactivity.
    • "First contact resolution" KPI is  the part (%) of tickets that are solved with a unique answer, and the business hours (active status) resolution time for theses first-contact-resolved tickets.
    • For tickets initially created into SPOC Groups and transfered to a non-SPOC group : the "Contact Center Transfer Time" is the time (business hours) in any active status between the creation date and the transfert date. It represents the efficiency of the contact center routing efficiency.
    Info
    iconfalse
    titleTarget Users
    • IS
    • CRM / BRM
    • Processes Managers
    Info
    iconfalse
    titleAuthorization & Rights
    All the accesses must be validated by the
    --
    Access form
     DefinitionCalculation
    Ticket created
    Process ticket with the last status is "created" during the period
    Count distinct of ID tickets
    Ticket resolved
    Process ticket with the last status is "closed" or "resolved" during the period
    Count distinct of ID tickets
    On going ticket
    Process ticket with the last status is different from "created" or "closed" or "resolved" at the current date
    Count distinct of ID tickets
    Average age
    On going ticket split by creation date
    Current date - creation date
       
    Business hours
    • 8:00 to 18:00
    • During closing : 08:00 to 20:00
    • P1/P2 : 00:00 to 23:59
        
    Time in group
    For each process, measures of the average time spent in all active status (open, ongoing, transfers, re-open) in its own process freshdesk group.
    It takes into account the business hours and the week-ends. The % represents the number of tickets for which the SLA is achieved.
    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
    by month
    Time spent between the creation date and the resolution date
        
    Resolution time
    • Details table :
      • time in group ranking
      • time in group in
    : takes into account the Business hours, the week ends and the active status (open, ongoing, transfers, re-open)
  • total cycle time : 24 hours a day , 7days
    • Resolution date - creation date
    sum of hours => average
      • the SLA limit
      • the % of tickets for which the SLA is achieved
    Resolution
    Age bucket
    % of tickets resolved and closed with a Resolution time spread from 0 to 91+ business hours.
    Count distinct of ID tickets with a Resolution time (BH) spread from :
    - 0 to 10
    - 11 to 20
    - 21 to 30
    - 31 to 60
    - 61 to 90
    - 91 +
    vs
    Count distinct of ID tickets
    First response time
    Time
      • between the creation date and the first response provided to the requester
    Fist Response date - creation datesum of hours => average
      • .
    • First contact resolution
    For
    : Time between the creation date
      • and the
    resolution date.
    % =
    Count distinct of ID tickets with a total assigned group = 1
    vs
    Count distinct of ID tickets
    -----------------------------------------------------------------------------
    # =
    Count distinct of ID tickets with a total assigned group = 1
    Contact Center transfer time
      • % vs the total of tickets
    For tickets initially created into SPOC groups
      • (PTP HD APAC; PTP HD EMEA; PTP HD LAM/NAM; PTP HD RIGA; HtR - CC Bangkok; HtR - CC Lisbon) and
    transfer
      • transfered to
    none SPOC Groups : Time between the creation date and the transfer date.Tickets with a total assigned group = 1
    Resolution date - creation date

    sum of BH in all active status (open, pending, transfer, reopen) => average
      • 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