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

 

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Miriam Luttrin

General Description

All the KPIs of this page are based on all IS tickets. The user satisfaction is based upon the "hot survey" answers sent to user when tickets are resolved. More information about user satisfaction.

Total IS Tickets Satisfaction

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

SBS-resolved IS Tickets Satisfaction

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

Partner-resolved IS Tickets Satisfaction

Only tickets resolved by partners
  • Volume : Number of resolved tickets, number of answers to the survey, and participation 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
All the accesses must be validated by the
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Access form

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