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Process Owner

Christophe Pariset - IS Applications Support
Jordi Pujol - Processes Support
Dominique Clerbois - Feedback

IS Expert | D&PS Support

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

General Description

Before you start using the SBS Support Dashboard, please ensure you have read the disclamer below.
If you want the full explanations on how each figure is calculated you can see the "data calculation & filters" table by following this link (Google Spreadsheet).

 

Target Users

  • IS
  • CRM / BRM
  • Processes Managers

SBS Support dashboard access

To get an access to the SBS Support dashboard, please fill-in the access form.  
You can see the "data calculation & filters" table by following this link (Google Spreadsheet).

 

Disclamer

Data come from Freshdesk. The historical data start :
  • in April 2016 for IS tickets
  • in October 2016 for Processes tickets
The data for all tickets opened in 2016 are only accurate on volume and Evolution (number of tickets opened, closed and ongoing) since we don't have the historical status for tickets before 2017.
Resolution time et SLA are correctly calculated from 01.2017

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Business Hours

Business hours are based on the end-user timezone coming from the "requester" or "contact" profile in Freshdesk. Some contacts do not have a zone. In this case, the timezone is set to Paris / Brussels.
  • Business hours are :
    • For Processes :
      • 8:00 - 18:00
      • during the closing period : 08:00 - 20:00
    • For IS
      • Priority taken into account is the latest in the ticket
      • P1/P2 : 00:00 - 23:59
      • P3/P4/P5 : 08:00 - 18:00
      • during the closing period : 08:00 - 22:00
  • If a ticket is entirely resolved outside the User timezone business hours, the Business Hour Time is set to 0.
  • All the week-ends, January 1st and December 25th are excluded.

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Active and Inactive status

These status are key to calculate the KPIs Resolution time and SLA based on either Business hours or Total cycle time
Active Status :
  • open,
  • pending / in progress,
  • transferred
  • reopen
Inactive Status :
  • Need for more information
  • Waiting for your reply
  • waiting on third party / in progress (third party),
  • transferred to Corrective maintenance,
  • change in progress,
  • activities before closure

GBU, Country and Site
GBU, Country and site are coming from the ticket. If the ticket field is empty, we use the GBU, Country and site of the requester (Gudsis) or the Freshdesk contact (external to Solvay)

The here below table is not up to date yet. You can have a look to "data calculation & filters" table by following this link (Google Spreadsheet) instead.

Standard definition Calculation
Ticket created
Ticket "created" during the period
Count distinct of ID tickets
Ticket resolved
Ticket "closed" or "resolved" during the period
Count distinct of ID tickets
On going ticket
Ticket status different from "created" or "closed" or "resolved" at the current date
Count distinct of ID tickets
Average age
Average age (in days) of "ongoing" tickets
Current date - creation date
   
Time in group
For each process, it measures of the average time spent in Business Hours in all active status in its own process freshdesk group.
example for HtR CC Lisbon :
- all tickets type "HtR request" closed/resolved by HtR CC Lisbon
=> sum of BH hours on active status linked to Historical group "HtR CC Lisbon"
It takes into account the business hours and the week-ends. The % represents the number of tickets for which the SLA is achieved. SBL => Pour moi, pas OK.
  • Evolution in hours : Time spend in each group (catch of the changing group date within the Activities table). Time per ticket => average by month
Shown only when a team (PtP, RtR, HtR, OtC) is selected in the filter pannel.
For each process, average cumulated business hours a ticket had an active status (onpen, ongoing, tranfers, re-open) in a group related to the selected process.
  • Evolution (12 rolling monthes)
  • SLA achievement ? à vérifier.
  • Time depending on priority.
 
   
Resolution time
Time spent between the creation date and the resolution date
  • business hours on active status : takes into account the Business hours, the week ends and the active status
  • total cycle time : total time from the creation to the resolution/closed date without considering the Business hours and ticket status. This is the time estimated by the requester.
Resolution date - creation date
sum of hours => average
Age bucket
% of tickets resolved and closed with a Resolution time spread from 0 to 91+ business hours.
Count distinct of ID tickets with a Resolution time (BH) spread from :
- 0 to 10 ;- 11 to 20;
- 21 to 30
- 31 to 60
- 61 to 90
- 91 +
vs
Count distinct of ID tickets
First response time
Time between the creation date and the first response provided to the requester
Fist Response date - creation date
 sum of hours => average
First contact resolution
For tickets that are only assigned to one group : Time between the creation date and the resolution date.


% =
Count distinct of ID tickets with a total assigned group = 1
vs
Count distinct of ID tickets
-----------------------------------------------------------------------------
# =
Count distinct of ID tickets with a total assigned group = 1
Contact Center transfer time
For tickets initially created into SPOC groups ( PTP HD APAC; PTP HD EMEA; PTP HD LAM/NAM; PTP HD RIGA; HtR - CC Bangkok; HtR - CC Lisbon) and transfer to none SPOC Groups : Time between the creation date and the transfer date.
Tickets with a total assigned group = 1

Resolution date - creation date

sum of BH in all active status (open, pending, transfer, reopen) => average

Not able to find the solution? Contact SBS Support.

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