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Jordi Pujol - Processes Support
David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS

General Description

All the KPIs of this page are 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. More information about user satisfaction.
 

Tickets Satisfaction

  • Volume : Number of resolved tickets, number of answers to the survey, and answer rate.
  • Satisfaction score : Average satisfaction score given by the user for the resolution of his ticket.
  • Repartition of tickets per satisfaction score.

 

 

  • IS
  • CRM / BRM
  • Processes 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).

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