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In your Service Desk dashboard, you will be able to analyze 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)