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Miriam Luttrin

General Description

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

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.

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, 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 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 above).

  • IS
  • CRM / BRM
  • Processes Managers
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