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Waring

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

Process Owner

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D&PS Expert

Miriam Luttrin

General Description

Based on Process request Ticket type (HtR request, PtP request, OtC request, RtR request)

 

Volume & Evolution

 

  • Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
  • Ongoing age (in days) for open tickets at current date
  • The number of Ongoing tickets at the current date by month or year of creation.

 

Time in group

 

Only available when a team is selected in the left panel filters.

 

  • Evolution by month of average time (business hours)spent in any active status in its own process fresdesk group.
  • % ... SLA validé ???
  • Average time (business hours)spent in any active status in its own process fresdesk group based on ticket priority.

 

Resolution

 

  • Resolution time in business hours (and active status) or in total cycle time (resolution date - creation date)
  • Age bucket in business hours (and active status).
  • "First response time" is the time before the first answer to the user. This KPI shows the support reactivity.
  • "First contact resolution" KPI is  the part (%) of tickets that are solved with a unique answer, and the business hours (active status) resolution time for theses first-contact-resolved tickets.
  • For tickets initially created into SPOC Groups and transfered to a non-SPOC group : the "Contact Center Transfer Time" is the time (business hours) in any active status between the creation date and the transfert date. It represents the efficiency of the contact center routing efficiency.

Target Users

  • IS
  • CRM / BRM
  • Processes Managers

Authorization & Rights

All the accesses must be validated by the
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Access form
 DefinitionCalculation
Ticket created
Process ticket with the last status is "created" during the period
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
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

Sources

Freshdesk

Refresh frequency
Daily

Specific Dimensions

  • 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

Scope

  • Current year
  • Y-1

Not able to find the solution? Contact SBS Support.

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