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Process Owner

Christophe Pariset

IS Expert | D&PS Support

David Tonda (IS)

Stéphane Bourgeaud-Lignot (D&PS)

General Description

The SBS Support Dashboard contains key indicators to measures the performance and the quality of support given to ticketing tools' users by the Processes and IS teams. It gives a consistent view of the tickets volumetry and of the efficiency of the solutions provided.

Disclamer

Please read our disclamer about data accuracy (for 2016 data or time-related KPIs), by following this link.

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.  
Tabs

-- KPIs

Overview

  • Overview

Process View

IS View

  • Contact Center
  • Support
  • Change Management
  • CGI
  • CAP Gemini
  • Ticket Satisfaction

Feedback

  • Freshdesk Feedback
  • Complaints Focus

Advanced

  • My Report
General Dimensions
  • GBU
  • Zone (of the user based on the country)
  • Country (of the user)
  • Site (of the user)
  • Type (ticket type request)
Period of Analysis
  • Current year
  • Y-1

 

 

Not able to find the solution? Contact SBS Support.

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