/uploads/packs/000014/Service-Desk - Analysis Segmentation.png

 

Presentation

This dashboard page shows the segmentation of any of your Service Desk KPIs, across any dimension available in your dashboard.

At the left, you can see your KPI value split by the dimension of your choice.

In each bar, you can visualize the value of the KPI, and the share of total between brackets.

 

At the right, you can see the evolution of each value across months.

 

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:

 

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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