*Please note this is in progress according to the ongoing Dashboard improvements*

Table of Contents

1. Introduction
2. Accessing the Dashboard

             - DT DASH in your mobile (On The Go)

        3. Navigating the Dashboard

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1. Introduction

Welcome to the DT DASH - Data Availability Starts Here. 

3.1 For ALL USERS: 'Your Single Point of Contact with DT'

3.2 For SITE MANAGERS: 'Site Control Tower'

3.3 For SERVICE MANAGERS: 'Service Management'

       4. Support

       5. Personal data protection disclaimer

1. Introduction

Welcome to the DT DASH. Your Data Availability Starts Here!

The goal of this dashboard The goal of this dashboard is to provide day to day useful DT information from a user friendly perspective, in near realreal time (1h refresh1 hour refresh frequency for overall KPIs; Crisis / Major Incidents - 15 min refresh frequency) and at a click, hence improving so improving transparency, supporting daily tasks and easing data-driven decision-making.

This guide will assist you in navigating and using the dashboard to access and

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analyze key DT data

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2. Accessing the Dashboard (for all DT DASH views)

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• You can access this

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• dashboard via https://dt-dash.solvay.com/ or via Qlik Sense Solvay Hub .

To access via Qlik Sense Solvay Hubplease follow these steps:

1. Open your web browser and go to Qlik Sense Solvay Hub- link here.

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1. Open your web browser and go to Qlik Sense Solvay Hub- link here.
2. Log in using your company credentials.
3. Once logged in, you can search for DT DASH.

By default, you will have access to the page tab called DT DASH: Your Single Point of Contact with DT. 

• Depending on your role within Solvay, you can

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• ask to have access to other pages - currently available: DT DASH: Site Control Tower (for Site Managers and Country

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• Managers) and Service Management (for Service Owners).
  • Please use Service One > Corporate Dashboard Access Request Form for that access request.
      

    
    

• You can access this dashboard in your mobile DT DASH 'On the go'

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Tip: You can add this dashboard to your Qlik favorites by clicking on the star in the up right corner of the DT DASH image:

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Installing DT DASH on Mobile

To install DT DASH on your mobile device :

1. Enter the Personal Area in your phone and scan the QRCode.

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2. Click on the Plus button.

scan the QRCode and enter your login, password, and security authentication details.

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         3. Copy the following link: https://qliksensedesign.solvay.com/solvay/sense/app/a558632d-7a0c-4324-aafc-ad6f404c9ab5/sheet/bca3d89f-c5b5-4f72-b960-e8664ac1c197/state/analysis

         4. Tap on the Enter button and enter your login, password, and third-level authentication details.

Tip:You can rename the dashboard for a better user experience.

3. Navigating the Dashboard

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Image Added - Optimizing DT DASH display on Laptops

In some cases, like for other Qlik Sense dashboards, the DT DASH may not display correctly, even if accessed on a laptop using the default recommended display settings. This can result in misalignment, scaling issues, or incomplete views of the KPIs.

If you experience display problems, try adjusting:

• • Zoom Level (%): Use your browser's zoom function (e.g., Ctrl + or Ctrl -) to resize the view.
  • Display Scaling: Go to Settings > System > Display > Scale and modify the scaling percentage to optimize visibility.

          These adjustments can help ensure the dashboard is displayed correctly.

-  You can add this dashboard to your Qlik favorites by clicking on the star in the up right corner of the DT DASH image:

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3. Navigating the Dashboard

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     3.1. 

Your Single Point of Contact with DT

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The information displayed is organised into three main areas: GLOBAL, LOCAL and My Requests clearly identified by the below images:

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The GLOBAL and LOCAL sections of the dashboard are designed to provide to all users information on current figures of useful daily information like support tickets backlog, network connectivity status and Major Incidents, reflecting Global status KPIs (totals from all sites) and Local status KPIs (from user local site).  

In the LOCAL section, the user site is  automatically identified upon the user SSO profile site and the information shown is automatically filtered to the user profile corresponding site. This means that the user can be connecting in another site but the info displayed will be from its SSO profile site.

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My Requests is fully dedicated to the tickets created by the user and it includes three filter buttons (described in detail further below):

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USER VIEW > GLOBAL 

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Here the user can find the below KPIs:

Total Incidents Today

• The total number of incidents that are yet not resolved, closed or cancelled, across all sites.

Total Submitted Incidents Today

• The total number of incidents that have been submitted today on a global scale, all sites.

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• The total number of incidents that have been submitted today on a global scale, all sites.

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• The total number of incidents that have been submitted today on a global scale, all sites.

USER VIEW > LOCAL (Site: <user site>)

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Here the user can find the below KPIs:

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• The current total number of incidents, from the total Backlog in the user site, that are yet not resolved, closed or cancelled.

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• The current total number of Incidents, from the total Backlog in the user site, that are yet not resolved, closed or cancelled.

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• The current total number of all Service Requests except Incidents from the total Backlog in the user site, that are yet not resolved, closed or cancelled.

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•  The average number of days to resolve a WorkOrder locally, in the user site, considering the last 3 months timing until Closed and Resolved tickets status.

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• This shows the total number of tickets submitted today in the user site.

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• The current total number of incidents, from the total tickets submitted today in the user site.

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• The current total number of all Service Requests except Incidents, from the total tickets submitted today in the user site.

(available to all users)

       DT DASH starts by showing you the OVERALL STATUS of DT services and applications with clear indicators listed below:

• DT SERVICES STATUS with your current DT Weather Report

Just like a weather forecast, this section gives you an overview of the health and performance of all DT services with the related details.

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• • Information is updated every hour - you can check the last reload time on the top right:

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• MY REQUESTS - where you have a summary of the status of your current request (or closed in the last 30 days)

          A user-friendly interface to manage your requests efficiently. Here are the functionalities available:

• • Three filters to quickly access the tickets list and its details

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• • • My Requests: by clicking here, you can access the requests you have created in the last 6 months and that are ongoing or closed in the last 30 days. This includes both incidents, cases and service requests.
    • Requests Needing my Action: This filter allows you to see the requests that are pending from your action or feedback. It helps prioritize tasks that are pending from response or action. 

    • My Fastlaned Requests: This section lists all your requests that have been tagged by you as fastlaned for quicker resolution. It helps you to monitor the status and progress of high-priority requests.

           Below it, you find a table with more details about the corresponding requests, resulting from the selection done in the three previous filters:

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• • • Service One Request: This column shows the Request ID reference created automatically in Service One when you raised the ticket. This is an unique identifier that can be alphanumeric (e.g., REQ000000xxxxxx or CASE-000xxxxxxx) or purely numeric (e.g., 1234567).
    • Fulfilment Number: A specific reference associated with the technical process, for technical teams use.
    • Priority: Shows the priority level of each request (e.g., Low, Medium, High, Fastlaned).
    • Status: Indicates the current status of the request (e.g., Pending, Cancelled, Closed).
    • Description: Provides a brief description or purpose of request, usually the same as the one entered by you upon its creation, but can have additional info according to the technical fulfilment process.
    • Submit Date: The date the request was submitted.
    • Expected Resolution date :  The estimated date for your request to be resolved, according to the average time for the same request type in the last 2 months.
    • Resolved Date: The date the request was resolved.

                 Image Added    You can move the order of the columns to better fit your needs - just click and move it. And besides the quick filters, you can search directly for any ticket using the magnifying glass on top of each column in the table.

Direct link from Service One Request reference to that request page in Service One

The Service One Request column contains a direct hyperlink for each request. This feature is designed to streamline your interaction and improve efficiency.

How It Works

• • • Service One Request ID Hyperlink: Each request ID in the table is a clickable link.
    • Functionality: By clicking on the hyperlink, you are taken directly to the corresponding page in Service One.

Benefits

• • • Quick Access: You can instantly access detailed information about a specific incident / request without having to manually search for it in Service One.
    • Ease of Updates: This feature allows you to quickly provide requested feedback or update the incident / request status as needed.
    • Improved Efficiency: Saves time by reducing the number of steps needed to navigate between the DT DASH and Service One

• MY DAILY DT SERVICES - where you find the details of the DT services status

• • Crisis & Major Incidents to quickly access the status of the recent or new major incidents that can impact your daily activities.

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• • Application Status to quickly access the performance status of DT applications, highlighting performance issues or  blockages, with an indicator that ranges from green (good) to red (blocked) for quick assessment.

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Image AddedYou can customize the list of applications you want to follow up on: 

 1/ select those applications in the list; 2/ go to 'Bookmarks' on the top right corner and create a 'New bookmark'; 3/ edit the title name of that bookmark, if you wish. Next time you login DT dash you can open that customised view in 'My Bookmarks'

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• • My Site: to provide a snapshot of the user site DT Services. The site is automatically identified upon the user SSO profile.

                   - Network Speed: provides an evaluation of the local Network speed, comparing to the last 3 months information. The visual indicator highlights whether the network speed is slower, in average, or faster than previous trends, helping you quickly assess performance.

                    (The list of sites being monitored is still in progress, so this information might still not be available to some sites).

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                   -  Service Requests and Incidents Average Time to Resolve: this allows you to know how much time in average is taking in your site to resolve a specific request type.

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• • To SUPPORT you at any time, you can also find direct links to this User Guide, Service One Live Chat Agent, and Service One pages to report IT issues.

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• • This Dashboard aims to answer your needs, so your inputs are critical and feedback is very welcome - you can use this:

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    3.2. DT DASH: Site Control Tower (available only to site management related roles)

   The Site Control Tower page  is designed specifically for Site Management team members and other site management authorised users. Each section provides specific insights and data points essential for monitoring and managing service operations.

• The user site is  automatically identified upon user connection and the information shown is automatically filtered to the user profile corresponding site. 

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However, in this DT DASH view the site management user can select other sites under his perimeter in 'Change site' as well as filter by GBU or by company, and the dashboard will show corresponding cumulative results.

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               Image Added Remember to remove your active filters from the Site Control Tower page, if you switch DT Dash page (DT DASH: Your Single Point of Contact with DT). Otherwise these will also be applied there and you might not see any result as consequence.

• Site-Specific Insights  - Last Calendar week & last 2 months:

USER VIEW > MY REQUESTS

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This section provides a user-friendly interface to manage the user's requests efficiently. Here are the functionalities available:

• Three easy access filters to quickly have access to the tickets list and its details according to the user needs:

• • All My Requests: by clicking this section, the user can view all the requests created. This includes both incidents, cases and service requests (including the tickets closed in the last month)
  • Requests Needing my Action: This filter allows the user to see the requests that require immediate attention and action. It helps prioritise tasks that are pending from response or action. 

  • My Fastlaned Requests: This section lists all the requests that have been tagged by the user as fastlaned for quicker resolution. It helps user to monitor the status and progress of high-priority requests.

TO UPDATE with screenshot including Expected Resolution Date upon its development

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• Detailed My Tickets Information:

• • Service One Request: This column shows the Request ID reference created automatically in Service One when the user raises the ticket. This is an unique identifier that can be alphanumeric (e.g., REQ000000xxxxxx or CASE-000xxxxxxx) or purely numeric (e.g., 1234567).
  • Type: Indicates whether the ticket is an Incident, a WorkOrder or a Case.
  • Fulfilment Number: A specific number associated with the technical fulfilment process.
  • Priority: Shows the priority level of each ticket (e.g., Low, Medium, High, Fastlaned).
  • Status: Indicates the current status of the ticket (e.g., Cancelled, Closed).
  • Description: Provides a brief description or purpose of the ticket, usually the same as the one entered by the user upon its creation but can have additional info according to the technical fulfilment process.
  • Submit Date: The date the ticket was submitted.
  • Resolved Date: The date the ticket was resolved.
  • Expected Resolution date :  xxxx

Cumulative to the quick filters, the user can search directly for any ticket using the magnifying glass on top of each column in the table.

Direct Hyperlink from Service Request ID to Service One request page 

In the User View of the DT DASH, the Service One Request ID column contains a direct hyperlink for each incident / request. This feature is designed to streamline user interaction and improve efficiency.

How It Works

• Service One Request ID Hyperlink: Each request ID in the table is a clickable link.
• Functionality: By clicking on the hyperlink, users are taken directly to the corresponding page in Service One.

Benefits

• Quick Access: Users can instantly access detailed information about a specific incident / request without having to manually search for it in Service One.
• Ease of Updates: This feature allows users to quickly provide requested feedback or update the incident / request status as needed.
• Improved Efficiency: Saves time by reducing the number of steps needed to navigate between the DT DASH and Service One.

Example Scenario

If a user sees a incident / request that requires their feedback, they can simply click on the Service One Request ID hyperlink to open the incident / request in Service One, provide the necessary feedback, and update the incident / request, all in a few quick steps.

This direct hyperlink feature is aimed at enhancing user experience by providing a seamless connection between the DT DASH and Service One, ensuring timely updates and efficient incident / request management.

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- SITE MANAGEMENT VIEW -

The Site Management View is designed specifically for Site Management team members and other site management related users.

Each section provides specific insights and data points essential for monitoring and managing service operations.

The user site is  automatically identified upon user connection and the information shown is automatically filtered to the user profile corresponding site. However, in this DT DASH view the site management user can select other sites under his perimeter in 'Change site' , and the dashboard will show cumulative results.

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Site-Specific Insights:

TO UPDATE WITH THE 2 SEPARATE SECTIONS + THE TREND KPI

In the table included below the KPIs, the site management user can find the list of all the tickets related to the selected site(s). Each entry provides detailed information including:

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• Service One Request ID

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• Request ID reference created automatically in Service One when the user raises the ticket. This is an unique identifier that can be alphanumeric (e.g., REQ000000xxxxxx or CASE-000xxxxxxx) or purely numeric (e.g., 1234567).

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• Type (Incident, WorkOrder)

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• Indicates whether the ticket is an Incident, a WorkOrder or a Case.

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• Fulfilment Number

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• A specific number associated with the technical fulfilment process.

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• Site

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• Refers to the specific location (e.g., CARNAXIDE) where the incident or work order originated or is being addressed.

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• Priority

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• Shows the priority level of each ticket (e.g., Low, Medium, High, Fastlaned).

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• Status

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• Indicates the current status of the ticket (e.g., Cancelled, Closed).

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• Description

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• Provides a brief description or purpose of the ticket, usually the same as the one entered by the user upon its creation but can have additional info according to the technical fulfilment process.

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• Submit Date

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• The date the ticket was submitted.

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• Resolved Date

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• The date the ticket was resolved.

• Site Network Speed

The current network speed for the selected site(s), similar to the one included in the previous page (Your Single Point of Contact with DT),but in this case it's possible to select a different site and the gauge shows that info (like the other KPIs that also adapt when a different site is selected)

(Only possible to show 1 site performance at a time. The list of sites being monitored is still in progress, so this information might still not be available to some sites ).

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3.3 'Service Management' (available only to Service Management related roles)

The Service Management tab provides data-driven insights to help service managers make informed decisions, prioritize critical incidents, ensure compliance with service targets, and track resolution progress effectively.

This tab consists of multiple visualizations designed to provide insights into open incidents, their impact, age distribution, and backlog status. Purpose: Helps identify which area (assets or services) faces the most challenges.

Below is a breakdown of each section:

• Open Incidents Distribution per Affectation (Pie Chart)
  It displays the proportion of open incidents by affectation type:
    - Affected Asset: Incidents tied to specific assets
    - Affected Service: Incidents impacting services 
    - No Affectation: Incidents without a specific target affectation.
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• Open Incidents Distribution by Affectation and Aging (Bar Chart - Top 10) . Prioritizes long-standing incidents by affectation to focus remediation efforts.

 It shows open incidents categorized by the top 10 affectations and their age groups:
  - 5–10 Days (Blue)
  - 10–15 Days (Light Blue)
  - 16+ Days (Red)

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• Open Incidents Distribution by Service Level Objective (Bar Chart - Top 10). Monitors SLO compliance and flags areas requiring urgent action.
   It highlights the top 10 open incidents based on their service level objectives (SLOs):
    - Service Target Warning (Orange): Incidents nearing breach thresholds.
    - Service Targets Breached (Red): Incidents that have exceeded acceptable limits.
    - Within the Service Target (Green): Incidents resolved within acceptable thresholds.
  
  

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•  Closed vs Backlog Incidents [Top 10] (Bar Chart). Purpose: Tracks resolution progress and identifies persistent backlogs.
  It compares closed incidents versus backlog incidents for the top 10 categories. 
    - Closed (Negative values): Recently resolved incidents.
    - Backlog (Positive values): Outstanding incidents yet to be addressed.
  
  

             The chart uses a color code to represent the aging of both resolved and backlog tickets, helping to analyze and prioritize backlog actions based on alignment with SLA targets.

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4. Support

For Access Request, please go to Service One > Corporate Dashboard Access Request Form.

          To provide feedback, please use 'We welcome your feedback' on DT-DASH first tab.

For any technical issues or data inaccuracy identified, please use 'Report an IT issue' on DT-DASH first tab, selecting DT-DASH.

For any other question, please reach Rita MESSIAS or Roberto CARNEVALE.

5. Personal data protection disclaimer

In order to monitor the user experience and propose improvements to DT DASH, Solvay, as Data Controller, will access personal data from the tool : name, surname, logs of users.

This data processing is based on the legitimate interest of Solvay to monitor and improve the performance, functionality, and user experience..

The personal data will only be accessed by the dashboard administrator team. The data will be retained as long as necessary for the purposes for which it was collected, unless otherwise required by applicable law or regulatory obligations.

According to the Data Protection Legislation (GDPR and local legislation), you have the right to access, rectify, and request deletion of your personal data. You can also exercise your right to limit or object to the processing of your data.

To exercise these rights or if you have any questions about the processing of your data, you can contact privacy@solvay.com 

If you feel, after contacting us, that your rights have not been respected, you may lodge a complaint with your local supervisory authority.

Dynamic Table Functionality

In the DSDS View of the DT DASHboard, the table displaying detailed ticket information is designed to be dynamic and responsive to user interactions with the pie charts. Specifically, the table data updates according to the selections made in the following pie charts:

1. Unassigned Incidents Backlog (%)
2. Pending - Sub State Wise Backlog Volume

How It Works

1. Unassigned Incidents Backlog (%)

   • Functionality: This pie chart shows the percentage of incidents that are unassigned versus assigned.
   • Interaction: When a user clicks on a segment of the pie chart (e.g., the "Unassigned" segment), the table below will dynamically update to display only the tickets that are currently unassigned. This allows users to focus on incidents that need to be assigned to a team member for resolution.

2. Pending - Sub State Wise Backlog Volume

   • Functionality: This pie chart categorises pending incidents based on their sub-state, such as "Infrastructure Change," "Client Hold," "Third Party Action Required," and "Client Action Required."
   • Interaction: When a user selects a segment of the pie chart (e.g., "Client Action Required"), the table below will filter and display only those tickets that are in the selected sub-state. This helps users quickly identify and manage specific types of pending incidents based on their current status.

Benefits of Dynamic Interaction

• Focused Analysis: Users can drill down into specific categories of incidents or work orders, making it easier to identify and prioritise tasks that require immediate attention.
• Enhanced Transparency: By dynamically updating the table based on pie chart selections, users can gain a clearer understanding of the current backlog and status of incidents, leading to better decision-making.
• Efficiency: This interactive functionality reduces the time spent searching for specific tickets, as users can quickly filter the data to meet their needs.

Example Scenario

If a site manager notices that a significant percentage of incidents are unassigned, they can click on the "Unassigned" segment of the pie chart to view all unassigned tickets in the table. This allows them to take prompt action to assign these incidents to the appropriate team members.

Similarly, if there is a backlog in a specific sub-state like "Client Action Required," the manager can click on that segment to see all relevant tickets, enabling them to address any bottlenecks or follow up with clients as needed.

Direct Hyperlink from Fulfillment Ticket to Helix Platform

In the DSDS View of the DT DASH, the Service Request and the Fulfillment Ticket Number column contains a direct hyperlink for each ticket. This feature is designed to streamline user interaction and improve efficiency.

How It Works

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Benefits

• Quick Access: Users can instantly access detailed information about a specific ticket without having to manually search for it in Helix.
• Ease of Updates: This feature allows users to quickly provide requested feedback or update the ticket status as needed.
• Improved Efficiency: Saves time by reducing the number of steps needed to navigate between the DT DASHboard and Helix.

Example Scenario

If a DSDS user sees a ticket that requires action or deep analysis, they can simply click on the Fulfilment Ticket hyperlink to open the ticket in Helix, provide the necessary feedback, and update the ticket, all in a few quick steps.

This direct hyperlink feature is aimed at enhancing user experience by providing a seamless connection between the DT DASHboard and the Helix platform, ensuring timely updates and efficient ticket management.

3. Troubleshooting

4. Support

For Access request, please raise a Service One request xxxxxx

For any issue or data inaccuracy identified, please raise an INCIDENT in Service One xxxxxx