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



Christophe Pariset - IS Applications Support
Jordi Pujol - Processes Support


David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS



All the KPIs of this page are based on Process request Ticket and IS Tickets - regardless the ticket subtype.
If you're wondering about business hours or active status, you can follow the links.

 

 


  • IS
  • CRM / BRM
  • Processes Managers


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Indicators


You can see the "data calculation & filters" table by following this link (Google Spreadsheet).
Volume & Evolution
  • Number of created, resolved and ongoing tickets, by month vs. previous month.
  • Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
Resolution Time
User Satisfaction out of 5
  • The satisfaction is based on the results of the  'hot survey' available when tickets are closed. The average rating only takes into account the answers to the default question.
About Support Tickets & About IS Change Tickets
Support tickets means all the processes (HtR, PtP, OtC, RtR) tickets and for IS Support all tickets except Corrective Maintenance and Evolution ticket subtypes.
IS Change tickets means IS Corrective Maintenance and Evolution ticket subtypes

Resolved Tickets

Ongoing tickets
  • Average ticket age in days for on going tickets at the current date.
  • The gauge freres to the distribution between on going tickets in active status (the ticket is currently handled : open, pending, transferred, reopen) and inactive status (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure). 


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