Presentation
This dashboard page allows ah-doc analysis on your Service Desk data set.
This page shows the performance of the KPI you selected, split by the dimension you selected.
It is composed of three main sections:
- Trends Analysis
- Distribution Analysis
- Pareto Analysis
Trends Analysis
Visualize the evolution of you KPI across time.
Distribution Analysis
Visualize your KPI split by the dimension you selected.
Pareto Analysis
80/20 pareto analysis.
Select KPI
'Select KPI' selector allows you to easily switch from one KPI to another, so you can analyze your data from any point of view.
The list of available KPIs is defined during the configuration of your dashboard in LinPack.
In your Service Desk dashboard, you will be able to select the following KPIs:
- Open Cases Number of Open Cases
- Open Cases Duration Time (min) Number of minutes since the opening of Open Cases (Total is computed using Median)
- High Priority Open Cases Number of High priority Open Cases
- Closed Cases Number of Closed Cases
- Resolution Duration (min) Resolution duration for Closed Cases (Total is computed using Median)
- Closed Cases per Agent Number of Closed cases per Agent
- Created Cases Number of Cases created over the period
- Created Cases per User Number of Cases created per User
- Users Number of Users
- Agents Number of Agents
- (+ any KPI you want to add to your Service Desk dashboard)
Select Dimension
'Select Dimension' selector allows you to easily switch from one dimension (analytical axis) to another, so you can analyze your data from any point of view.
The list of available dimensions is defined during the configuration of your dashboard in LinPack.
In your Service Desk dashboard, you will be able to select the following dimensions:
- Case #Case Unique Identifier
- Case DescriptionDescription of the Case
- Open DateCase Open Date-Time
- Close DateCase Close Date-Time (if applicable)
- Case CategoryCase Category
- Case PriorityCase Priority (expected values: 'High', 'Medium', 'Low')
- UserWho raised the case
- Case StatusCase Status (expected values: 'Open', 'Closed', 'On-hold')
- AgentAgent working on the case
- Agent GroupGroup of the Agent
Filter on Date
This data visualization comes with a filter on the Date value. This feature enables you to focus on the period you are interested in.
You can filter dates at multiple levels: Day, Week, Month, Quarter or Year.
Filter your data
This data visualization comes with four top filters:
In your Service Desk dashboard, you will be able to filter on:
- Case CategoryCase Category
- Case PriorityCase Priority (expected values: 'High', 'Medium', 'Low')
- Case StatusCase Status (expected values: 'Open', 'Closed', 'On-hold')
- Agent GroupGroup of the Agent
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