Understanding data / Disclamer

General Description
Before you start using the SBS Support Dashboard, please ensure you have read the disclamer below. disclamer business hours active / inactive status KPIs definition 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).

Target Users

IS
CRM / BRM
Processes Managers

SBS Support dashboard access

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

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

Disclamer

Data come from Freshdesk. The historical data start :

- in April 2016 for IS tickets
- in October 2016 for Processes tickets

The data for all tickets opened in 2016 are only accurate on volume and Evolution (number of tickets opened, closed and ongoing) since we don't have 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

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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, the timezone is set to Paris / Brussels.

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 : 08:00 - 18:00
  - during the closing period : 08:00 - 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 1^st and December 25^th are excluded.

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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

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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

Page tree

Understanding data / Disclamer

Christophe Pariset - IS Applications Support

Jordi Pujol - Processes Support

Dominique Clerbois - Feedback

David Tonda - IS

Stéphane Bourgeaud-Lignot - D&PS

Before you start using the SBS Support Dashboard, please ensure you have read the disclamer below.

disclamer

business hours

active / inactive status

KPIs definition

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).

IS

CRM / BRM

Processes Managers

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

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

Data come from Freshdesk. The historical data start :

in April 2016 for IS tickets

in October 2016 for Processes tickets

The data for all tickets opened in 2016 are only accurate on volume and Evolution (number of tickets opened, closed and ongoing) since we don't have 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

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, the timezone is set to Paris / Brussels.

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 : 08:00 - 18:00

during the closing period : 08:00 - 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.

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 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.

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 +vsCount distinct of ID tickets

All the week-ends, January 1^st and December 25^th are excluded.

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