This page is based on all IS request Ticket type except "Corrective Maintenance" and "Evolution" unless otherwise mentionned. |
Volume & EvolutionTrends 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 dateThe 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 SLATheses 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
ResolutionResolution 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.
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