KPIs and Dimensions association
KPIs need to be filtered to keep their meaning. In the pages of the dashboards, KPIs results are filtered with the right dimension (eg. resolution time only concern closed / resolved tickets). Hereafter are the filter you should use to get correct results.
Number of tickets (count distinct)
This figure is the count of all tickets for which an event occured during the considered time period (creation for example). If you want to get the number of opened tickets, closed tickets ... you have to use the Status dimension to filter the result.
Working with time periods (Month and Year dimension).
Let's go back to the number of distinct tickets Key Indicator. You get a number of tickets that had an event during the time period. If you want to split your time period in months, you can use the Month Dimension, and you will get the result on the left. As you can see, the sum of month is not equal to the top result, as you can have duplicate entries. In fact, a ticket opened in march and closed in april will be counted in each of theses months.
to be continued
Only closed / resolved tickets have a resolution time. It is useless to try to get a resolution time on ongoing tickets.
Ongoing Age (and Oldest ongoing ticket)
Ongoing age is the counterpart of resolution time, but for ongoing tickets. The value you get depends on the current date and time.
First response time case
This figure is calculated by Freshdesk and QlikView doesn't make any calculation about that time. It is the time (in hours / non necessarily business hours) that took the support provider to give its first response to the user. Be careful not to compare this time with a business hour resolution time.
Satisfaction score and participation
Just as resolution time, this data is only available for closed or resolved tickets. Keep in mind that only a few users take part in the satisfaction survey (approx 1-3% usually).
Example 1 : filtering by country / zone ...
Imagine you want to get the number of tickets, and the average number of distinct groups a ticket has been through, but only for users of Belgium, France and Netherlands, in September 2017.
Select the date using the top bar in "My Report page"
Choose "# of tickets" and "# of distinct groups per ticket" which are the indicators you want to get.
Select the "Country" dimension and pick the relevant countries, by clicking the arrow in the header. In the table header, you will get the global metrics, and in the table itself you can find the detail for each country.
If you select the "status" dimension, you can see a detail by "Country" and "Status", with a line for each "Country" and "Status" combination.
Finally, should you get another metric (SLA for example) for theses tickets, you can browse to the appropriate report (Process or IS support in our example) to get your metric.
Example 2 : About my GBU team behavior and satisfaction
A few questions you can have :
Do my GBU team assign their ticket to on precise level (which let you assume that they already know who can answer their question) or do they assign a Service center / SPOC / L0 group ?
Do my team answer the satisfaction survey and are they satisfied with the support they get from the processes ?
In "My Report", Select "# of tickets" key indicator
In the Historical Level column header, click the black arrow and select L1, L2, L3 and L4 using Ctrl key.
Go to the overview page, and check the trends on 12 rolling months. => 2nd question
Jump to the IS view > Support page to get the IS Resolution SLA score. The GBU (step 1) and Level (Step 3) Filters are still on and can impact the result. If you want to consider all the levels in the Resolution SLA score, please remove the level filter in the left tab. Let's filter by partner (in the left tab) to see only tickets gone through GCI. => 3rd Question.
Example 3 : Process side
- Need to see the satisfaction score given by the users who opened tickets for the RtR Process, month by month, since january 2017.
Here again, you can use My Report page :
Select the indicators : # of tickets (optional), Satisfaction participation (optional) and satisfaction score
Select and filter the Dimensions : Year (2017), Month (no filter, sorted), Process ('RtR')
You should get the table above, and still can browse the dashboard pages to get other KPIs.
