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Warning

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

 

Process Owner

Christophe Pariset - IS Applications Support

IS Expert | D&PS Support

David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS
This page is based on all IS request Ticket type except "Corrective Maintenance" and "Evolution" unless otherwise mentionned.

 

 

Target Users

  • IS
  • CRM / BRM
  • Process Managers

SBS Support dashboard access

To get an access to the SBS Support dashboard, please fill-in the access form.  

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.
  • Part of ticket resolved by a SOLVAY group vs. a Partner group
  • % of tickets automaticaly closed after 7 days without end-user validation.

Resolution SLA

Theses SLA KPIs is not only about Support type tickets, but also include ...
  • SLA Global Score : % of tickets within the Service Level Agreement (target : 80%) and average resolution time (resolution date - creation date).
  • SLA Score by Level, Partner priority or IS Process

Resolution

  • Resolution time in business hours (and active status) or in total cycle time (resolution date - creation date)
  • Age bucket in business hours (and active status).
  • "First response time" is the time before the first answer to the user. This KPI shows the support reactivity.
  • "First contact resolution" KPI is  the part (%) of tickets that are solved with a unique answer, and the business hours (active status) resolution time for theses first-contact-resolved 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

Not able to find the solution? Contact SBS Support.

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