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

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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)

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
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

Time in group	For each process, it measures of the average time spent in Business Hours in all active status in its own process freshdesk group. example for HtR CC Lisbon : - all tickets type "HtR request" closed/resolved by HtR CC Lisbon => sum of BH hours linked to Historical group "HtR CC Lisbon" 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

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

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)

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

Time in group

For each process, it measures of the average time spent in Business Hours in all active status in its own process freshdesk group.

example for HtR CC Lisbon :- all tickets type "HtR request" closed/resolved by HtR CC Lisbon=> sum of BH hours linked to Historical group "HtR CC Lisbon"

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

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

example for HtR CC Lisbon :
- all tickets type "HtR request" closed/resolved by HtR CC Lisbon
=> sum of BH hours linked to Historical group "HtR CC Lisbon"

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

vs

Count distinct of ID tickets

Tickets with a total assigned group = 1

Resolution date - creation date