Understanding data / Disclamer

Ticket created

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

• 08:00 to 18:00

• P1/P2 : 00:00 to 23:59

During Closing :

• 08:00 to 20:00 - Processes

• 08:00 to 22:00 - IS

• P1/P2 : 00:00 to 23:59

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

% =

Count distinct of ID tickets with a total assigned group = 1

vs

Count distinct of ID tickets

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# =

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