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Waring

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

 

Process Owner

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D&PS Expert

Miriam Luttrin

General Description

 Based on Process request Ticket and IS Tickets (All Freshdesk tickets) 
 

Volume & Evolution

  • Number of created, resolved and ongoing tickets, by month vs. previous month.
  • Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).

Resolution Time

  • Average resolution times (month vs. previsous month) fofr each process and IS Application Services in business hours and active status (open, pending, transfer, reopen).
  • User satisfaction rate (out of 5) and % of tickets for wich the user has answered the "hot survey" sent after the ticket resolution.
 

Support Tickets (left column)

Support tickets means all the process tickets (they are all support) and IS Support tickets (excl. Corrective Maintenance and Evolution ticket types).

Resolved Tickets at current date

  • Resolution time in business hours (limited to active status time) and total cylcle time
  • Age bucket in business hours (limited to active status time), for resolved tickets only.

Ongoing tickets at current date

  • Average ticket age, for ongoing tickets at the current date.
  • For ongoing tickets at current date, distribution between active status in groups (the ticket is currently handled : open, pending, transferred, reopen) and waiting tickets (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure). 

IS Change Tickets (right column)

IS Change tickets are those with "Corrective Maintenance" and "Evolution" ticket types.

Resolved Tickets at current date

  • Resolution time in business hours (limited to active status time) and total cylcle time
  • Age bucket in business hours (limited to active status time), for resolved tickets only.

Ongoing tickets at current date

  • Average ticket age, for ongoing tickets at the current date.
  • For ongoing tickets at current date, distribution between active status in groups (the ticket is currently handled : open, pending, transferred, reopen) and waiting tickets (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure). 


 
  • 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 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.

Disclamer

QlikView data for this dashboard comes from Freshdesk. The historical data starts :

  • in April 2016 for IS tickets
  • in October 2016 for Process tickets

The data for all tickets opened in 2016 is only accurate on volumetry (number of tickets onpened, closed and ongoing) since we don't have all the 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 KPIs based on ticket status history only start in 2017.

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

  • Business hours are considered in the end-user timezone. For about 80% of users, we don't have the timezone of the user (request made by a customer, a partner, ...) so the timezone is set to Paris / Brussels. The geo-data (zone, country, site) is taken in the ticket data, and remains inchanged.
  • For P3/P4/P5 tickets, business hours are "8:00 - 18:00" (Processes) or "8:00-20:00" (IS), except for D-1 D4 closing periods. This hours may not perfectly fit each end-user business hour.



Target Users

  • IS
  • CRM / BRM
  • Processes Managers

Authorization & Rights

All the accesses must be validated by the
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Access form
 DefinitionCalculation
Ticket created
Process ticket with the last status is "created" during the period

SBL : A ticket is counted as created the month it has the "created" status.

Count distinct of ID tickets
Ticket resolved
Process ticket with the last status is "closed" or "resolved" during the period

SBL : A ticket is counted as created the month it has a "closed" or "resolved" status. If a ticket is reopened and then "closed" or "resolved", only the last closed / resolved status is shown.

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

SBL : A ticket is considered as "ongoing" if it has an other status than "created", "closed" or "resolved" the last day of a month (for volume and evolution history), or at the current date (for current month in the volume and evolution chart and in other KPIs such as the average ongoing age).

Count distinct of ID tickets
Average age
On going ticket split by creation date

SBL : Average age (in days) of "ongoing" tickets at the current date.

Current date - creation date
   
Business hours

In this dashboard, Business hours are :

  • "00:00 to 23:59" for IS P1/P2 priority, "8:00 to 18:00" based upon user timezone for other priorities and Process Tickets, considering the last priority of the ticket.
  • If the ticket is created during a D-1 D4 Closing period, Business Hours for process tickets tickets are "8:00 to 20:00" and "8:00 to 22:00" for P3/P4/P5 IS tickets.
  • If a ticket is entirely resolved outside the User Time Zone business hours, the Business Hour Time is set to 0.
  • All the week-ends, January 1st and December 25th are excluded.

All this rules rely on the User Time Zone. For 80% of tickets, the time zone is not set (time zone not set for the requester, tickets created by Solvay’s suppliers, customers, ...) so a default time zone (Brussels/Paris) is used instead. The quality of the results is then impacted (see disclamer).

 
   
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. SBL => Pour moi, pas OK.
  • Evolution in hours : Time spend in each group (catch of the changing group date within the Activities table). Time per ticket => average by month

Shown only when a team (PtP, RtR, HtR, OtC) is selected in the filter pannel.

For each process, average cumulated business hours a ticket had an active status (onpen, ongoing, tranfers, re-open) in a group related to the selected process.

  • Evolution (12 rolling monthes)
  • SLA achievement ? à vérifier.
  • Time depending on priority.
 
   
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 (open, ongoing, transfers, re-open)
    • total cycle time : 24 hours a day , 7days

 

For closed and resolved tickets, average time spent between the creation date and the resolution date :

 

    • business hours on active status : exclude non-business hours (weekends, ... see above), and inactive status (waiting for more information for instance).

    • total cycle time : 24 hours a day , 7days

The ongoing tickets at current date are not included.


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.

Tickets spreaded upon business hours resolution time form 0-10 to 91+ business hours.

The ongoing tickets at current date are not included.

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 tickets that are only assigned to one group : 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
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 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

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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