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Ky

Warning

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

Process Owner

Christophe Pariset & Jordi Pujol

IS Expert | D&PS Support

David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS

General Description

==== THIS PAGE IS STILL UNDER CONSTRUCTION ====

The My Report page enables you to filter all the views and to fully customize your report.
The Key indicators are the dashboard KPIs you can get within "My Report" Page, the Indicators per group are related to the time in groups (avg or sum), and Dimensions are the fields you can use to filter your results.
For each, you can use "Ctrl" key to select multiples items.
When you select a dimension (and maybe values for this dimension), the entire dashboard will be filtered. You can leave the "My Report" page for another one to get the KPIs focused on what you want.

Some KPIs need to be filtered the right way to get a meaningful result. You can consult the KPIs and Dimensions association section.



Jump to the right place in the page :

KPIs and Dimensions association

Example 1 : Filtering by country

Example 2 : About my GBU team and satisfaction

Example 3 : Process side

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

Target Users

  • IS
  • CRM / BRM
  • Process Managers

SBS Support dashboard access

Please fill-in the access form.  

Indicators and dimensions detail explanation

Key IndicatorsThe Key Indicators are based on calculation or measurements. They can be dependent of the current date, the status of the ticket or actions in the ticket. You can't filter your "My Report" table using a Key Indicator column.

# of created tickets

Number of created tickets (as a result, depending on the time period considered, or other filters / dimensions)
# of resolved ticketsNumber of resolved tickets (as a result, depending on the time period considered, or other filters / dimensions)
# of ongoing ticketsNumber of ongoing tickets at the end of the month (for a past month) or at the current date (for the current month)
# of transfers per ticketsAverage number of transfers per ticket and number of distinct groups per ticket. If a tickets goes trough
a group several time, the group will be counted only once with several transfers. The comparative analysis of
theses two indicators shows if tickets are going back and forth between groups.   
# of distinct groups per tickets
# of translated tickets

This KPI is only accurate for IS tickets that went through the L0 / Contact Center.

For IS Ticket, a non-english-written ticket is always translated, since our partners only handles english-written requests. For other tickets, number of tickets not written in English : if you select this KPI with we assume each of theses tickets has been translated.
(ex : 1186563).

Total Cycle Time (hours)

All the Resolution-time-related KPIs are calculated when the ticket is closed. Therefore, this KPI's
are only available for closed or resolved tickets.

  • Total Cycle Time is the time between creation and resolution.
  • First Response Time is the time between creation and a first solution provided to the requester.
  • Resolution Time on Business Hours is the Resolution Time in hours based on the end-user time-zone business
    hours (no more on contact center opening hours as before). It takes into account only active status (Open,
    Pending, ...) and doesn't take into account the time the support is waiting for the user answer ("Need for more information"). To know more about how business hours are calculated, follow this link.
Resolution Time on BH
First Response Time (univ. hours)
Satisfaction Participation %

All the User Satisfaction KPIs are based upon a survey sent after the ticket is closed. This KPI's
are only available for closed or resolved tickets.

Satisfaction Participation is the part of the closed tickets that have been given a satisfaction rating.
Satisfaction Score is a score (out of 5) given by the end-user within this survey.

Satisfaction Score
Ongoing Age (days)

All the Ongoing Age-based KPIs are calculated for Ongoing tickets at the date you are getting this
KPIs from the dashboard.

  • Ongoing age is the average age (in days) of ongoing tickets
  • oldest ongoing ticket in days gives the age of the oldest ticket that is still ongoing
Oldest ongoing ticket in days
Avg Time In Group on Business Hours

These time-related KPIs are calculated when the ticket is closed. Therefore, "Time in group" KPI's
are only available for closed or resolved tickets.

The first one "Average Time in Group" shows an average time per ticket, whereas the second one sums the time in group for each ticket. Both are based on the end-user time-zone. It takes into account only active status (Open, Pending, ...) and doesn't take into account the time the support is waiting for the user answer ("Need for more information"). To know more about how business hours are calculated, follow this link.

Sum Time In Group on Business Hours
FlagsFlags only have a "1" or "0" value, to help you filter, include or exclude tickets on a complex
pre-calculated criteria. If you select "1", the event associated with the considered flag has occurred. If a value is missing in the ticket (ie activity), the flag may have no value also (shown by "-" value in QlikView).

Activity

Let you include or exclude tickets for which we don't have activity data (ie group, statuses, ...). As a reminder, we only have activity data since early January 2017. If we don't have activity data other flags may have no value ("-" in QlickView).
CGI Not AutonomousFor IS tickets, this flag targets all tickets where CGI wasn't able to answer without the help of a Solvay team. Freshdesk manual flag.
Closed Without NotificationAfter a ticket has been resolved, its status is "Activities before closure". During this few days, the requester can confirm his issue is resolved. When the requester doesn't confirm that point, the ticket is being "closed without notification". Freshdesk manual flag.
Closing PeriodThis flag is for tickets created during a D1 D-4 Closing period. The business hours calculation may be impacted, please see the Business hour calculation rules for more information.
Reopen TicketWhen a ticket is solved, having the status "Activities before closure" or "resolved", the end-user can have this ticket reopen if the solution provided doesn't fits his needs." This flag enables you to filter tickets whether they have been reopened or not.
Ticket Through L0For IS tickets, as seen on "IS View > Contact center", many tickets don't go through L0 to be transferred to groups. Use this flag to include or exclude tickets that went through L0 groups.
DimensionsDimensions are metadata about each ticket. Most of them are not calculated and won't change during the ticket lifecycle. You can filter / sort your results on each dimension.

Month
Year

Month and year of a ticket event depending on the KPI(s) you're lookg at. Ex : If you select KPIs "# of created tickets" and "# resolved tickets" for sept 2017, you will get the number of created tickets in september and number of resolved tickets in september.
Created, Resolved, Ongoing Month YearConcatenation of Month and Year for several ticket dates : creation date and resolution date are quite obvious. Ongoing Month Year is showing every month (and year) a ticket (or a selection of tickets) has been considered as Ongoing. Exemple : ??
GBU
Zone
Country
Site

Geographical end-user relative data. For most users (Solvay users), this data comes from GUDSIS System. When the requester is outside Solvay (supplier for exemple), the data is taken from the Freshdesk Contact user profile.

Data about sites come from several databases, so several names can appear for a unique site.

LanguageDetected language of original request (ticket creation). Any non-english-written ticket is counted as a translated tickets (cf. Key indicators).

Type Group
Type
Subtype
Functional Area
Process
Subprocess

Types of tickets hierarchy
ApplicationApplication to which the ticket is related to
Team

Team that solved the ticket

LevelLast level of the ticket
PartnerPartner that solved the ticket
Group

Group that solved the ticket

SourceMean of communication that led to the ticket creation
Priority

Last priority of the ticket (Solvay's priorities : Urgent, High, Medium, Low)

Partner PriorityLast priority of the ticket (Partner's priorities : P1 to P5)
Historical Team, Level, Partner, Group

For each ticket, this dimension contains ALL the teams, levels, partners, and groups the ticket has been through. If you select theses dimensions, a ticket can be counted in several lines. IE : If a ticket had a P3 priority when created, and was downgraded to P4 after, it will be counted both in P3 and P4 lines.

Status Group
Status

Current status of a ticket.
Age bucketAge bucket range the ticket belongs to (in business hours only for active status).
Ticket Number
Ticket Links		Number of the ticket. Unique ID. Ticket links enables you to see the content of the ticket in Freshdesk, or a summary of its activity (lifecycle link).

 

 

 

 

Examples

KPIs and Dimensions association

KPIs need to be filtered to keep their meaning. In the pages of the dashboards, KPIs results are filtered with the right dimension (eg. resolution time only concern closed / resolved tickets). Hereafter are the filter you should use to get correct results.

Number of tickets (count distinct)

This figure is the count of all tickets for which an event occured during the considered time period (creation for example). If you want to get the number of opened tickets, closed tickets ... you have to use the Status dimension to filter the result.

Working with time periods (Month and Year dimension).

Let's go back to the number of distinct tickets Key Indicator. You get a number of tickets that had an event during the time period. If you want to split your time period in months, you can use the Month Dimension, and you will get the result on the left. As you can see, the sum of month is not equal to the top result, as you can have duplicate entries. In fact, a ticket opened in march and closed in april will be counted in each of theses months.

to be continued

Resolution time figures (business hours or not)

Only closed / resolved tickets have a resolution time. It is useless to try to get a resolution time on ongoing tickets.

Ongoing Age (and Oldest ongoing ticket)

Ongoing age is the counterpart of resolution time, but for ongoing tickets. The value you get depends on the current date and time.

First response time case

This figure is calculated by Freshdesk and QlikView doesn't make any calculation about that time. It is the time (in hours / non necessarily business hours) that took the support provider to give its first response to the user. Be careful not to compare this time with a business hour resolution time.

 

 

Satisfaction score and participation

Just as resolution time, this data is only available for closed or resolved tickets. Keep in mind that only a few users take part in the satisfaction survey (approx 1-3% usually).

 

Example 1 : filtering by country / zone ...

Imagine you want to get the number of tickets, and the average number of distinct groups a ticket has been through, but only for users of Belgium, France and Netherlands, in September 2017.

  1. Select the date using the top bar in "My Report page"
  2. Choose "# of tickets" and "# of distinct groups per ticket" which are the indicators you want to get.
  3. Select the "Country" dimension and pick the relevant countries, by clicking the arrow in the header. In the table header, you will get the global metrics, and in the table itself you can find the detail for each country.
  4. If you select the "status" dimension, you can see a detail by "Country" and "Status", with a line for each "Country" and "Status" combination.
            1. Finally, should you get another metric (SLA for example) for theses tickets, you can browse to the appropriate report (Process or IS support in our example) to get your metric.
Each KPI keeps its own filter. In our example, keep in mind that the SLA is only available for closed or resolved tickets. If you've found other statuses in step 4, they won't be taken in account in the SLA KPI in "Process support" or "IS Support" pages.

Example 2 : About my GBU team behavior and satisfaction

Let's pretend you're part of Aroma Performance GBU and you want to know how your colleagues or team create tickets, and what level of service they get.
A few questions you can have :
  • Do my GBU team assign their ticket to on precise level (which let you assume that they already know who can answer their question) or do they assign a Service center / SPOC / L0 group ?
  • What is the trend of created / ongoing / closed tickets on 12 rolling months for the L1+ for Aroma Performance ?
  • Is the CGI SLA achieved for my GBU ?
  • Do my team answer the satisfaction survey and are they satisfied with the support they get from the processes ?
  1. In "My Report", Select "# of tickets" key indicator
  2. Pick "GBU" and "Historical level" dimensions, filtering on GBU (Aroma Performance), and check the number of tickets per historical level. => 1st question.
  3. In the Historical Level column header, click the black arrow and select L1, L2, L3 and L4 using Ctrl key.
  4. Go to the overview page, and check the trends on 12 rolling months. => 2nd question
  5. Jump to the IS view > Support page to get the IS Resolution SLA score. The GBU (step 1) and Level (Step 3) Filters are still on and can impact the result. If you want to consider all the levels in the Resolution SLA score, please remove the level filter in the left tab. Let's filter by partner (in the left tab) to see only tickets gone through GCI. => 3rd Question.
  6. This answer is in Process view > Tickets Satisfaction, assuming you still have the filters "GBU" (Aroma Performance) and removed the partner filter (since CGI filter is only available for IS tickets). => Last Question.

Example 3 : Process side

- Need to see the satisfaction score given by the users who opened tickets for the RtR Process, month by month, since january 2017.

Here again, you can use My Report page :
  1. Select the indicators : # of tickets (optional), Satisfaction participation (optional) and satisfaction score
  2. Select and filter the Dimensions : Year (2017), Month (no filter, sorted), Process ('RtR')
  3. You should get the table above, and still can browse the dashboard pages to get other KPIs.

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

Not able to find the solution? Contact SBS Support.

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