View Source

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

Indicators

You can see the "data calculation & filters" table by following this link (Google Spreadsheet).

Volume & Evolution

Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
Ongoing age (in days) for open tickets at current date
The number of Ongoing tickets at the current date by month or year of creation.
Repartition Resolved tickets shows the part of IS tickets resolved by a SOLVAY group vs. a Partner group.
Closed Tickets without User Notification represents the % of tickets closed after 7 days because the end user never provided a feedback after the resolution.

Resolution SLA

Only take into account the IS ticket subtypes : Access Management, Support, Incident Management, Project Hypercare

Resolution time :
- SLA Target :
  - - Access Management < 30 business hours
    - Support, Incident Management, Project Hypercare Score : < 80 business hours
- % Tickets for which the SLA is achieved (target : 80%)
- Average Resolution time
- SLA Score by Level, Partner priority or IS Process

Resolution

Resolution time
Age bucket
First Response Time
- total cycle time between the creation date and the first response provided to the requester .

First contact resolution in business hours on active status
- refers to the tickets that are only assigned to one group and the % vs the total of tickets

Tickets group step is the average number of groups assigned to an IS ticket, and the average number of assignations.

Sources	Freshdesk
Refresh frequency	Daily

Specific Dimensions
Priority 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

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

Christophe Pariset - IS Applications Support

David Tonda - IS

Stéphane Bourgeaud-Lignot - D&PS

This page is based on all IS request Ticket Subtypes except "Corrective Maintenance" and "Evolution" unless otherwise mentionned.

IS

CRM / BRM

Process Managers

Please fill-in the access form.

You can see the "data calculation & filters" table by following this link (Google Spreadsheet).

Volume & Evolution

Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).

Ongoing age (in days) for open tickets at current date

The number of Ongoing tickets at the current date by month or year of creation.

Repartition Resolved tickets shows the part of IS tickets resolved by a SOLVAY group vs. a Partner group.

Closed Tickets without User Notification represents the % of tickets closed after 7 days because the end user never provided a feedback after the resolution.

Resolution SLA

Only take into account the IS ticket subtypes : Access Management, Support, Incident Management, Project Hypercare

Resolution time :

SLA Target :

Access Management < 30 business hours

Support, Incident Management, Project Hypercare Score : < 80 business hours

% Tickets for which the SLA is achieved (target : 80%)

Average Resolution time

SLA Score by Level, Partner priority or IS Process

Resolution

Resolution time

Age bucket

First Response Time

total cycle time between the creation date and the first response provided to the requester .

First contact resolution in business hours on active status

refers to the tickets that are only assigned to one group and the % vs the total of tickets

Tickets group step is the average number of groups assigned to an IS ticket, and the average number of assignations.

Refresh frequency

Daily

Priority

Process

Sub Process

Category

Team (mapping on Process groups) : last team assigned to the ticket

Level

Group

Source

Historical Team

Historical Level

Historical Group

Current year

Y-1