SBS Support Dashboard (Freshdesk)

General Description
The SBS Support Dashboard contains key indicators to measure the performance and the quality of support given to users of ticketing tools by the Processes and IS teams. It gives a consistent view of the tickets volumetry and of the efficiency of the solutions provided. Freshdesk is also the main source for Solvay Feedback regarding SBS (complaints, praises and suggestions)

Disclamer

Target Users

SBS Support dashboard access

Tabs	-- KPIs
Overview	Overview
Process View	Process Support Ticket Satisfaction
IS View	Contact Center Support Change Management CGI CAP Gemini Ticket Satisfaction
Feedback	Freshdesk Feedback Complaints Focus
Advanced	My Report Archive Ticket Search

General Dimensions
GBU Zone (from the ticket - mapping based on the country) Country (from the ticket) Site (from the ticket) Type (ticket type request)

Period of Analysis
Current year Y-1

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