Complaints and incidents received from GBUs & Functions on SBS quality of services rendered. The objective of these indicators is help SBS organisation to continue improving to provide better services to its stakeholders.
There are two sessions :
Global trend of the creation and the closure of complaints by month. Pending complaints by month are also available
Number of complaints received by each Process on the selected period
Number of complaints received by each Sub Process on the selected period
Number of complaints received from each GBU & Function on the selected period
Global trend by average time taken to closed the tickets by either SBS IS or SBS DPS
Pending complaints and incidents that are still open or in progress for the selected period.
Number of pending complaints on the selected period
Number of pending complaints split by status on the selected period
Number of pending complaints according to it's aged pending on the selected period
Detail of pending complaints on the selected period : source, case number, aging, opening date....
As for 24th Oct, SalesForce ticketing tool is fully replaced by Freshdesk.
With the change, affected indicators are not update anymore until further notice
