All the KPIs of this page are based on Process request Ticket and IS Tickets (All Freshdesk tickets). If you're wondering about business hours or active status, you can follow the links. |
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- Average resolution times ("resolution date"-"creation date", month vs. previsous month) fofr each process and IS Application Services in business hours and active status (open, pending, transfer, reopen).
- User satisfaction rate (out of 5) and % of tickets for wich the user has answered the "hot survey" sent after the ticket resolution.
Support Tickets (left column)| Support tickets means all the process tickets (they are all support) and IS Support tickets (excl. Corrective Maintenance and Evolution ticket types). |
Resolved Tickets at current date- Resolution time in business hours ("resolution date"-"creation date", limited to active status time) and total cylcle time ("resolution date"-"creation date")
- Age bucket in business hours (limited to active status time), for resolved tickets only.
Ongoing tickets at current date- Average ticket age, for ongoing tickets at the current date.
- For ongoing tickets at current date, distribution between active status in groups (the ticket is currently handled : open, pending, transferred, reopen) and waiting tickets (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure).
IS Change Tickets (right column)| IS Change tickets are those with "Corrective Maintenance" and "Evolution" ticket types. For the moment, the dashboard only shows Freshdesk data. SAP SolMan tickets are not included in this report. |
Resolved Tickets at current date- Resolution time in business hours ("resolution date"-"creation date", limited to active status time) and total cylcle time ("resolution date"-"creation date")
- Age bucket in business hours (limited to active status time), for resolved tickets only.
Ongoing tickets at current date- Average ticket age, for ongoing tickets at the current date.
- For ongoing tickets at current date, distribution between active status in groups (the ticket is currently handled : open, pending, transferred, reopen) and waiting tickets (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure).
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