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.
From 01.2017, Resolution time et SLA are correctly calculated with some approximations :
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 :
P1/P2 : 00:00 - 23:59
P3/P4/P5 : 08:00 - 18:00
during the closing period : 08:00 - 22:00
Business Hours |
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Some of the KPI's in this dashbord are in Business Hours. To understand how it's calculated, here below are the rules that define business hours and non-business hours, based upon requester local time.In this dashboard, Business hours are :
All this rules rely on the User Time Zone. For about 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 above). |
Active and Waiting status types |
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The KPIs in this dashboard may refer to active status and waiting / inactive status. The Business hours KPIs are only taking account of active status time (within the business hours), otherwise mentioned.Active Status :
Inactive Status :
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User Satisfaction - Text to be written |
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about user satisfaction (survey ...) |
The here below table is not up to date yet. You can have a look to "data calculation & filters" table by following this link (Google Spreadsheet) instead.
| Definition | Calculation | |
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Ticket created | Process ticket with the last status is "created" during the periodSBL : 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 periodSBL : 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 dateSBL : 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 dateSBL : Average age (in days) of "ongoing" tickets at the current date. | Current date - creation date |
Business hours |
During Closing :
In this dashboard, Business hours are :
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.
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.
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Resolution time | Time spent between the creation date and the resolution date
For closed and resolved tickets, average time spent between the creation date and the resolution date :
The ongoing tickets at current date are not included. | Resolution date - creation datesum 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 +vsCount 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-----------------------------------------------------------------------------# =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
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Not able to find the solution? Contact SBS Support.
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