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Miriam Luttrin

General Description

Based on Process request Ticket type (HtR request, PtP request, OtC request, RtR request).

The user satisfaction is based upon the "hot survey" answers available when tickets are resolved.

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