View Source

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

Indicators

You can see the "data calculation & filters" table by following this link (Google Spreadsheet).

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.
Part of ticket resolved by a SOLVAY group vs. a Partner group
% of tickets automaticaly closed after 7 days without end-user validation.

Resolution SLA

Theses SLA KPIs is not only about Support type tickets, but also include ...

SLA Global Score : % of tickets within the Service Level Agreement (target : 80%) and average resolution time (resolution date - creation date).
SLA Score by Level, Partner priority or IS Process

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.
"Tickets group step" is the average number of groups assigned to an IS ticket, and the average number of assignations.

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

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

Christophe Pariset - IS Applications Support

David Tonda - IS

Stéphane Bourgeaud-Lignot - D&PS

This page is based on all IS request Ticket type except "Corrective Maintenance" and "Evolution" unless otherwise mentionned.

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).

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.

Part of ticket resolved by a SOLVAY group vs. a Partner group

% of tickets automaticaly closed after 7 days without end-user validation.

Resolution SLA

Theses SLA KPIs is not only about Support type tickets, but also include ...

SLA Global Score : % of tickets within the Service Level Agreement (target : 80%) and average resolution time (resolution date - creation date).

SLA Score by Level, Partner priority or IS Process

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.

"Tickets group step" is the average number of groups assigned to an IS ticket, and the average number of assignations.

Refresh frequency

Daily

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

Current year

Y-1