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Jordi Pujol - Processes Support


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



Based on Process request tickets (HtR, PtP, OtC, RtR requests). The user satisfaction is based upon the "hot survey" answers available when tickets are resolved. 



  • IS
  • CRM / BRM
  • Processes Managers


Please fill-in the access form.  



Indicators


You can see the "data calculation & filters" table by following this link (Google Spreadsheet).
Tickets Satisfaction
  • Number of SBS tickets
    • Number of resolved tickets vs the number of tickets with hot survey feedback
  • Satisfaction score
    • Average score from 1 to 5. The target is >= to 4
    • % of tickets per satisfaction score

 


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