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Info
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titleProcess Owner
Christophe Pariset - IS Applications Support
Jordi Pujol - Processes Support
Dominique Clerbois -
-
Feedback


Miriam Luttrin
Info
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titleD&PS Expert
IS Expert | D&PS Support
David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS


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top
top

General Description

Before you start using the SBS Support Dashboard, please ensure you have read the disclamer below.
If you want the full explanations on how each figure is calculated you can see the "data calculation & filters" table by following this link (Google Spreadsheet).

 



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


Info
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titleSBS Support dashboard access
To get an access to the SBS Support dashboard, please fill-in the access form.  


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


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disclamer
disclamer

Warning
titleDisclamer
QlikView data for this dashboard comes
  • Data come from Freshdesk. The historical data
starts
  • start :
    • in April 2016 for IS tickets
    • in October 2016 for
Process
    • Processes tickets
The data for all tickets opened in 2016
is
are only accurate on
volumetry
volume and Evolution (number of tickets
onpened
opened, closed and ongoing) since we don't have
all fields for all the tickets (time in group, user timezone, .... ) before 2017.

As from January 2017, we do have full data provided by Freshdesk. This is why the "resolution time", "time in group", (...) and all the KPI based on ticket status history only start in 2017.

However, all the time-dependant KPI may lack acuracy :

Business hours are considered in the end-user timezone. For about 80% of users, we don't
the historical status for tickets before 2017.
Resolution time et SLA are correctly calculated from 01.2017
  • Some tickets are excluded when they are simultaneous created with a status closed. We take them into account into the volume but not into the resolution time and SLA KPIs

 

  • Salesforce / Fasconnect / Footprint Archives are available using the web app (submitted to an authorization access).

Image Added

 

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businesshours
businesshours

Business Hours

Business hours are based on the end-user timezone coming from the "requester" or "contact" profile in Freshdesk. Some contacts do not have a zone. In this case,
have the timezone of the user (request made by a customer, a partner, ...) so For
the timezone is set to Paris / Brussels.
The geo-data (zone, country, site) is taken in the ticket data, and remains inchanged.
  • Business hours are :
    • For Processes :
      • 8:00 - 18:00
      • during the closing period : 08:00 - 20:00
    • For IS
      • Priority taken into account is the latest in the ticket
      • P1/P2 : 00:00 - 23:59
      • P3/P4/P5
tickets, business hours are "8
      • : 08:00 - 18:00
" (Processes) or "8
      • during the closing period : 08:00 -
20:00" (IS), except for D-1 D4 closing periods. This hours may not perfectly fit each end-user business hour.
      • 22:00
  • If a ticket is entirely resolved outside the User timezone business hours, the Business Hour Time is set to 0.
  • All the week-ends, January 1st and December 25th are excluded.

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status
status
 

Active and Inactive status

These status are key to calculate the KPIs Resolution time and SLA based on either Business hours or Total cycle time
Active Status :
  • open,
  • pending / in progress,
  • transferred
  • reopen
Inactive Status :
  • Need for more information
  • Waiting for your reply
  • waiting on third party / in progress (third party),
  • transferred to Corrective maintenance,
  • change in progress,
  • activities before closure


GBU, Country and Site
GBU, Country and site are coming from the ticket. If the ticket field is empty, we use the GBU, Country and site of the requester (Gudsis) or the Freshdesk contact (external to Solvay).
This rule explains the poor quality of these dimensions with multiples spellings.


Standard definition Calculation
Ticket created
Ticket "created" during the period
Count distinct of ID tickets
Ticket resolved
Ticket "closed" or "resolved" during the period
Count distinct of ID tickets
On going ticket
Ticket status different from "created" or "closed" or "resolved" at the current date
Count distinct of ID tickets
Average age
Average age (in days) of "ongoing" tickets
Current date - creation date
   
Resolution time
Time spent between the creation date and the resolution date
  • business hours on active status : takes into account the Business hours, the week ends and the active status
  • total cycle time : total time from the creation to the resolution/closed date without considering the Business hours and ticket status. This is the time estimated by the requester.
Resolution date - creation date
sum of hours => average
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
Info
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titleTarget Users
  • IS
  • CRM / BRM
  • Processes Managers
Info
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titleAuthorization & Rights
All the accesses must be validated by the
--
Access form