/uploads/galerie/000243/SD Resolution By Case Category.PNG

 

Presentation

This dashboard page shows the time to close cases cases by category.

It is composed of two main sections.

 

At the top left, you can see the Resolution Time (min) for current period by Priority and Case Category.

Below, the dataviz shows the same information but also split by Agent Group.

 

At the top right, you can see the monthly evolution of Resolution Time (min) until current period by Priority and Case Category.

Below, the dataviz shows the same information but also split by Agent Group.

 

 

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:

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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