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General Description
Before you start using the SBS Support Dashboard, please ensure you have read the disclamer below. Jump to : disclamer business hours definition active / inactive status type definition user satisfaction 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).

Data come from Freshdesk. The historical data start :

in April 2016 for IS tickets
in October 2016 for Processes tickets

The data for all tickets opened in 2016 are only accurate on volume and Evolution (number of tickets opened, closed and ongoing) since we don't have the historical status for tickets before 2017.

From 01.2017, Resolution time et SLA are correctly calculated with some approximations :

Business hours are based on the end-user timezone coming from the "requester" or "contact" profile in Freshdesk. Some contacts do not have a zone. In this case, the timezone is set to Paris / Brussels.
Business hours are :
- For Processes :
  - 8:00 - 18:00
  - during the closing period : 08:00 - 20:00
- For IS :
  - P1/P2 : 00:00 - 23:59
  - P3/P4/P5 : 08:00 - 18:00
  - during the closing period : 08:00 - 22:00

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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 1^st and December 25^th 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

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User Satisfaction - Text to be written
about user satisfaction (survey ...) back to top ↑

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.

	Definition	Calculation
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	08:00 to 18:00 P1/P2 : 00:00 to 23:59 During Closing : 08:00 to 20:00 - Processes 08:00 to 22:00 - IS P1/P2 : 00:00 to 23:59 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

Christophe Pariset & Jordi Pujol

David Tonda - IS

Stéphane Bourgeaud-Lignot - D&PS

Before you start using the SBS Support Dashboard, please ensure you have read the disclamer below.

Jump to :

disclamer

business hours definition

active / inactive status type definition

user satisfaction

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).

Data come from Freshdesk. The historical data start :

in April 2016 for IS tickets

in October 2016 for Processes tickets

The data for all tickets opened in 2016 are only accurate on volume and Evolution (number of tickets opened, closed and ongoing) since we don't have the historical status for tickets before 2017.

From 01.2017, Resolution time et SLA are correctly calculated with some approximations :

Business hours are based on the end-user timezone coming from the "requester" or "contact" profile in Freshdesk. Some contacts do not have a zone. In this case, the timezone is set to Paris / Brussels.

Business hours are :

For Processes :

8:00 - 18:00

during the closing period : 08:00 - 20:00

For IS :

P1/P2 : 00:00 - 23:59

P3/P4/P5 : 08:00 - 18:00

during the closing period : 08:00 - 22:00

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.

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

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.

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

08:00 to 18:00

P1/P2 : 00:00 to 23:59

During Closing :

08:00 to 20:00 - Processes

08:00 to 22:00 - IS

P1/P2 : 00:00 to 23:59

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.

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.

All the week-ends, January 1^st and December 25^th are excluded.

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

vs

Count distinct of ID tickets

Tickets with a total assigned group = 1

Resolution date - creation date