Volume & Evolution

• Volume : Number of IS Tickets received by the IS Applications Contact Center (L0) vs. number of tickets directly assigned to a support group (tickets created in Google forms or by an agent for instance).

• L0 Rate : % of tickets going through L0.

• Data shown by month, year, and GBU on 12 rolling months.

SLA (Service Level Agreement)

• SLA Score for P1/P2 : % of tickets routed in less than 30 minutes. Target : 100%.

• SLA Score for P3/P4/P5: % of tickets routed in less than 2 hours. Target : 100% in less than 2 hours, AND 80 % within the first hour.

If the tickets goes through L0 several time, the total L0 time is used to calculate the SLA.

Distribution of IS tickets by priority

• Priority SLA : For all IS tickets, all IS tickets through L0 and all IS tickets through CGI, priority assignement should be limited to 5% (tolerance till 8%) for P1+P2 tickets.

• Priority of incoming tickets (P1 to P5) depending on user priority (urgent to low).

• Distribution of P1 to P5 tickets (number and %) on all IS tickets

Average catch & dispatch time

• Average dispatch time per priority level, time between the creation and the date of transfer.

If the tickets goes through L0 several time, the total L0 time is used to calculate the SLA.

Languages

• part (%) of tickets written in english

• repartition of tickets per language : if a ticket is not in english, L0 will need to translate it before routing. The average "catch & dispatch time" can be longer then.