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Volume & EvolutionTrends 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 dateThe 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.Time spent in "Transferred to CM" measures the average time spent in the status "Transferred to CM" of resolved IS tickets.
Resolution SLA
SLA Target :Corrective Maintenance < 80 business hoursGlobal
% Tickets for which the SLA is achieved (target : 80%)Average Resolution timeSLA Score by Level, Partner priority or IS Process
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Sources | Freshdesk |
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Refresh frequency | Daily |
Specific Dimensions |
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PriorityProcessSub ProcessCategoryTeam (mapping on Process groups) : last team assigned to the ticketLevelGroupSourceHistorical TeamHistorical LevelHistorical Group
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