Please read our disclaimer 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



General Description


All the KPIs of this page are based on all IS tickets. The user satisfaction is based upon the "hot survey" answers sent to user when tickets are resolved. More information about user satisfaction.
Total IS Tickets Satisfaction
All IS Tickets
  • Volume : Number of resolved tickets, number of answers to the survey, and participation rate.
  • Satisfaction score : Average satisfaction score given by the user for the resolution of his ticket.
  • Repartition of tickets per satisfaction score.
SBS-resolved IS Tickets Satisfaction
Only Tickets resolved by SBS
  • Volume : Number of resolved tickets, number of answers to the survey, and participation rate.
  • Satisfaction score : Average satisfaction score given by the user for the resolution of his ticket.
  • Repartition of tickets per satisfaction score.
Partner-resolved IS Tickets Satisfaction
Only tickets resolved by partners
  • Volume : Number of resolved tickets, number of answers to the survey, and participation rate.
  • Satisfaction score : Average satisfaction score given by the user for the resolution of his ticket.
  • Repartition of tickets per satisfaction score.

 



  • IS
  • CRM / BRM
  • Process 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).


Sources

Freshdesk

Refresh frequency
Daily


Specific Dimensions

  • Priority (Low, Medium, High, Urgent)
  • Type
  • 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