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Presentation

The Service Desk / Case Management Agents Analysis gives you insights on your Closed cases KPIs over time. Am I efficient in addressing cases?

It is composed of four data visualizations:

  • Ability to close cases - Nb Closed Cases: See how many cases were monthly closed over time
  • Ability to close cases - Resolution Time (min): Visualize the monthly Resolution Time (min) 
  • Closed cases & Resolution Time (min)​​​​​​​ by agent group: Analyze the activity of agent groups. How many cases did they close and how long did it take in average to close them
  • Closed cases & Resolution Time (min)​​​​​​​ by agent: Analyze the activity of agents. How many cases did they close and how long did it take in average to close them

 

Ability to close cases - Number of closed cases

This section shows the Nb Closed Cases​​​​​​​ and the monthly evolution of this KPI.

 

Ability to close cases - Resolution Time

This section shows the Resolution Time (min)​​​​​​​ and the monthly evolution of this KPI.

 

Closed cases & resolution time by agent group

For each team, visualize the distribution of Nb Closed Cases​​​​​​​ and related Resolution Time (min)​​​​​​​.

 

Closed cases & resolution time by agent

For each agent, visualize the distribution of Nb Closed Cases​​​​​​​ and related Resolution Time (min)​​​​​​​.

 

Filter your data

This data visualization comes with four top filters that allows to focus on what really matters.

In your Service Desk dashboard, you will be able to filter on:

  • Case CategoryCase Category
  • Case PriorityCase Priority: High, Medium, Low
  • Case StatusCase Status: Open, Closed, On-hold
  • Agent GroupGroup of the Agent

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