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Presentation

The Service Desk / Case Management Cockpit gives a 360° view of your activity.

It is composed of six data visualizations:

  • Open cases KPIs: Visualize your Open cases status
  • Open cases distribution by agent group: See which group the open cases are assigned to
  • Open cases top priorities: Visualize the detail of each open case
  • Closed cases KPIs: Visualize your overall performance on closing cases
  • Closed cases distribution by agent group: Get insight of the performance of each team
  • Resolution time by priority: See how the Resolution Time (min) evolved for each case priority

 

Open Cases KPIs

The Current Service Desk section shows the performance of your Open cases KPIs:

 

Open cases distribution by Agent group

Have an instant look at the open cases distribution over teams and where high priority cases stand.

 

Open Cases Top priorities

Have a detail of all the open cases, sorted by priority and opening duration.

 

Closed Cases KPIs

This section shows the performance of your Closed cases KPIs:

Refer to "How to read a KPI Card" section for more details.

 

Open cases distribution by Agent group

Visualize the performance of the teams in closing cases:

 

Resolution Time by priority

Visualize the monthly evolution of Resolution Time (min)​​​​​​​ for each type of priority

 

Select Current Period

'Current Month' and 'Current Year' selectors allow you to easily select what is the period (month and year) you want to analyze.

 

Select Performance Scope

'Performance Scope' selector allows you to easily switch from one type of Performance Analysis to another.

Just pick-up what you want to analyze:

There are five types of Performance Analysis available:

  • Current Month vs Previous Month (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Nov-2016)
  • Current Month vs Same Month, Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Oct-2017)
  • Current Month: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual Nov-2017 vs Target Nov-2017)
  • Year-to-Date: Current Year vs Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze YTD Nov-2017 vs YTD Nov-2016)
  • Year-to-Date: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual YTD Nov-2017 vs Target YTD Nov-2017)

Note: 'Current Month: Actual vs Target' and 'Year-to-Date: Actual vs Target' are only available in the list if at least one of your KPIs is defined as having a related Target.

 

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

 

How to read a KPI Card

This DataViz shows the performance of a given KPI.

It combines three components.

  • In the foreground, you can see the KPI name, its value and a symbol that indicates whether the KPI is above or under the reference (the reference is defined by the chosen value in the Performance Scope selector). This first component is colored depending on the evaluation.
  • In the background, an area chart shows the monthly evolution of the KPI across the last 24 months based on the selected period.
  • Below the chart, the variance in % vs the reference is displayed.

Other #DataViz in "Service Desk" Pack

Home

Service Desk Home

Service Desk Home
Service Desk Home Service Desk Home
Get a Home Page for your Service Desk dashboard

Cockpit

Service Desk Cockpit

Service Desk Cockpit
Service Desk Cockpit Service Desk Cockpit
Get an instant view at your open cases: their priority, the group they are assigned to, the detail of all open cases...

Service Desk Top KPIs Overview

Service Desk Top KPIs Overview
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Get a transverse view on your top 6 Service Desk KPIs, split by the dimension of your choice

Service Desk Top KPIs Evolution

Service Desk Top KPIs Evolution
Service Desk Top KPIs Evolution Service Desk Top KPIs Evolution
Visualize how your Service Desk KPIs are evolving (Month-to-Date, Year-to-Date)

Service-Desk Analytics

Service Desk Users Analysis

Service Desk Users Analysis
Service Desk Users Analysis Service Desk Users Analysis
Have an insight on your users behavior. Which of them frequently open cases, with what severity? Are their cases quickly resolved?

Service Desk Agents Analysis

Service Desk Agents Analysis
Service Desk Agents Analysis Service Desk Agents Analysis
Challenge your ability to close cases. Analyse the performance of agents and teams in closing cases.

Service Desk Cases Analysis

Service Desk Cases Analysis
Service Desk Cases Analysis Service Desk Cases Analysis
Manage your Service Desk / Case Management daily activity and monitor your case backlog

Trends Analytics

Service Desk Trends Analysis

Service Desk Trends Analysis
Service Desk Trends Analysis Service Desk Trends Analysis
Visualize the evolution of any of your Service Desk KPIs: Trends, Performance & Year over Year

Distribution Analytics

Service Desk Segmentation Analysis

Service Desk Segmentation Analysis
Service Desk Segmentation Analysis Service Desk Segmentation Analysis
Visualize the value of any of your Service Desk KPIs, split by the dimension you selected (market share analysis)

Service Desk Pareto Analysis

Service Desk Pareto Analysis
Service Desk Pareto Analysis Service Desk Pareto Analysis
Perform a Pareto Analysis on any of your Service Desk KPIs: the 80/20 rule.

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