Christophe Pariset & Jordi Pujol
David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS

General Description

Before you start using the SBS Support Dashboard, please ensure you have read the disclamer below.
Jump to :
If you want the full explanations on how each figure is calculated you can see the "data calculation & filters" table by following this link (Google Spreadsheet).

 

  • 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).

 

QlikView data for this dashboard comes from Freshdesk. The historical data starts :
  • in April 2016 for IS tickets
  • in October 2016 for Process tickets
The data for all tickets opened in 2016 is only accurate on volumetry (number of tickets opened, closed and ongoing) since we don't have all the fields for all the tickets (time in group, user timezone, .... ) before 2017.
As from January 2017, we do have full data provided by Freshdesk. This is why the "resolution time", "time in group", (...) and all the KPIs based on ticket status history only start in 2017.
However, all the time-dependant KPIs may lack accuracy :
  • Business hours are considered in the end-user timezone. For about 80% of the tickets, we don't have the timezone of the user (request made by a supplier, a partner, emails, phone, chat ...) so the timezone is set to Paris / Brussels. The geo-data (zone, country, site) is taken in the ticket data, and remains inchanged.
  • Business hours are "8:00 - 18:00", except for D-1 D4 closing periods. This hours may not perfectly fit each end-user business hour.
All this issues come from data source completion / accuracy and the project team is working to resolve theses points. This warning about data accuracy may be updated as solutions are found. Feel free to get in touch for further informations. Thank you for your understanding.

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Business Hours

Some of the KPI's in this dashbord are in Business Hours. To understand how it's calculated, here below are the rules that define business hours and non-business hours, based upon requester local time.
In this dashboard, Business hours are :
  • "00:00 to 23:59" for IS P1/P2 priority, "8:00 to 18:00" based upon user timezone for other priorities, considering the last priority of the ticket.
  • If the ticket is created during a D1/D4 Closing period, Business Hours for process tickets tickets are "8:00 to 20:00" and "8:00 to 22:00" for P3/P4/P5 IS tickets.
  • If a ticket is entirely resolved outside the User timezone business hours, the Business Hour Time is set to 0.
  • All the week-ends, January 1st and December 25th are excluded.
All this rules rely on the User Time Zone. For about 80% of tickets, the time zone is not set (time zone not set for the requester, tickets created by Solvay’s suppliers, customers, ...) so a default time zone (Brussels/Paris) is used instead. The quality of the results is then impacted (see disclamer above).

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Active and Waiting status types

The KPIs in this dashboard may refer to active status and waiting / inactive status. The Business hours KPIs are only taking account of active status time (within the business hours), otherwise mentioned.
Active Status :
  • open,
  • pending / in progress,
  • transferred
  • reopen
Inactive Status :
  • Need for more informations
  • Waiting for your reply
  • waiting on third party / in progress (third party),
  • transferred to Corrective maintenance,
  • change in progress,
  • activites before closure

 

 

User Satisfaction - Text to be written

about user satisfaction (survey ...)

 

The here below table is not up to date yet. You can have a look to "data calculation & filters" table by following this link (Google Spreadsheet) instead.

 

 DefinitionCalculation
Ticket created
Process ticket with the last status is "created" during the period
SBL : A ticket is counted as created the month it has the "created" status.
Count distinct of ID tickets
Ticket resolved
Process ticket with the last status is "closed" or "resolved" during the period
SBL : A ticket is counted as created the month it has a "closed" or "resolved" status. If a ticket is reopened and then "closed" or "resolved", only the last closed / resolved status is shown.
Count distinct of ID tickets
On going ticket
Process ticket with the last status is different from "created" or "closed" or "resolved" at the current date
SBL : A ticket is considered as "ongoing" if it has an other status than "created", "closed" or "resolved" the last day of a month (for volume and evolution history), or at the current date (for current month in the volume and evolution chart and in other KPIs such as the average ongoing age).
Count distinct of ID tickets
Average age
On going ticket split by creation date
SBL : Average age (in days) of "ongoing" tickets at the current date.
Current date - creation date
   
Business hours
In this dashboard, Business hours are :
  • "00:00 to 23:59" for IS P1/P2 priority, "8:00 to 18:00" based upon user timezone for other priorities and Process Tickets, considering the last priority of the ticket.
  • If the ticket is created during a D-1 D4 Closing period, Business Hours for process tickets tickets are "8:00 to 20:00" and "8:00 to 22:00" for P3/P4/P5 IS tickets.
  • If a ticket is entirely resolved outside the User Time Zone business hours, the Business Hour Time is set to 0.
  • All the week-ends, January 1st and December 25th are excluded.
All this rules rely on the User Time Zone. For 80% of tickets, the time zone is not set (time zone not set for the requester, tickets created by Solvay’s suppliers, customers, ...) so a default time zone (Brussels/Paris) is used instead. The quality of the results is then impacted (see disclamer).
 
   
Time in group
For each process, measures of the average time spent in all active status (open, ongoing, transfers, re-open) in its own process freshdesk group.
It takes into account the business hours and the week-ends. The % represents the number of tickets for which the SLA is achieved. SBL => Pour moi, pas OK.
  • Evolution in hours : Time spend in each group (catch of the changing group date within the Activities table). Time per ticket => average by month
Shown only when a team (PtP, RtR, HtR, OtC) is selected in the filter pannel.
For each process, average cumulated business hours a ticket had an active status (onpen, ongoing, tranfers, re-open) in a group related to the selected process.
  • Evolution (12 rolling monthes)
  • SLA achievement ? à vérifier.
  • Time depending on priority.
 
   
Resolution time
Time spent between the creation date and the resolution date
  • business hours on active status : takes into account the Business hours, the week ends and the active status (open, ongoing, transfers, re-open)
  • total cycle time : 24 hours a day , 7days

For closed and resolved tickets, average time spent between the creation date and the resolution date :

    • business hours on active status : exclude non-business hours (weekends, ... see above), and inactive status (waiting for more information for instance).

    • total cycle time : 24 hours a day , 7days

The ongoing tickets at current date are not included.
Resolution date - creation date
sum of hours => average
Age bucket
% of tickets resolved and closed with a Resolution time spread from 0 to 91+ business hours.
Tickets spreaded upon business hours resolution time form 0-10 to 91+ business hours.
The ongoing tickets at current date are not included.
Count distinct of ID tickets with a Resolution time (BH) spread from :
- 0 to 10
- 11 to 20
- 21 to 30
- 31 to 60
- 61 to 90
- 91 +
vs
Count distinct of ID tickets
First response time
Time between the creation date and the first response provided to the requester
Fist Response date - creation datesum of hours => average
First contact resolution
For tickets that are only assigned to one group : Time between the creation date and the resolution date.


% =
Count distinct of ID tickets with a total assigned group = 1

vs

Count distinct of ID tickets
-----------------------------------------------------------------------------
# =
Count distinct of ID tickets with a total assigned group = 1
Contact Center transfer time
For tickets initially created into SPOC groups ( PTP HD APAC; PTP HD EMEA; PTP HD LAM/NAM; PTP HD RIGA; HtR - CC Bangkok; HtR - CC Lisbon) and transfer to none SPOC Groups : Time between the creation date and the transfer date.
Tickets with a total assigned group = 1

Resolution date - creation date

sum of BH in all active status (open, pending, transfer, reopen) => average