Versions Compared

Old Version 27

changes.mady.by.user Marie-Line Ardito

Saved on

compared with

New Version Current

changes.mady.by.user Li Lian Cheong

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

 

 

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



Info
iconfalse
titleProcess Owner
Christophe Pariset &
Jordi Pujol - Processes Support


Info
iconfalse
titleIS Expert | D&PS Support
David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS
General Description



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


Info
iconfalse
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).

 

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
Info


Image Added
Only available when a team is selected
in the left panel filters.Evolution of 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, by month on 12 rolling months.
  • % of tickets that achieve SLA requirements, by priority.
  • Average time (business hours) spent in any active status in its own process fresdesk group based on ticket priority.

    • Resolution

  • Resolution time ("resolution date"-"creation date") 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
    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
    : 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
      • .
    Infoiconfalsetitle
    Target Users
    • IS
    • CRM / BRM
    • Processes Managers
    Info
    iconfalse
    titleSBS Support dashboard access
    To get an access to the SBS Support dashboard, please fill-in the access form.  


    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