IS view - Change Management

Ticket created

Count distinct of ID tickets

Ticket resolved

Process ticket with the last status is "closed" or "resolved" during the period

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

Count distinct of ID tickets

Average age

On going ticket split by creation date

Current date - creation date

Business hours

• 8:00 to 18:00

• During closing : 08:00 to 20:00

• P1/P2 : 00:00 to 23:59

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.

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

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

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

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

Refresh frequency

Daily

• 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

• Current year

• Y-1