Providea workbookcontaining at least10 attributes
Geta ready-to-use,best-in-marketSERVICE DESK dashboard
Service Desk Home
Service Desk Home
Get a Home Page for your Service Desk dashboard
Service Desk Cockpit
Service Desk Cockpit
Analyze the performance of your Service Desk: What is the current work in process (open case) and what was the performance to close cases
Performance of Agent Groups
Performance of Agent Groups
Get an overview of the performance of your teams
Created Cases by Category
Created Cases by Category
Visualize the volume of created cases by Category
10 required attributes
Case # - Case Description
Open Date - Close Date
- Case Category
- Case Priority
- User
- Case Status
- Agent
- Agent Group
- ...add your own attributes!
10 KPIs
Required Attributes
To get your Service Desk dashboard, you need to provide a Tableau workbook file with (at least) the following 5 attributes (the name of your attributes can differ):
- Case # Case Unique Identifier
- Case Description Description of the Case
- Open Date Case Open Date-Time (Date used for time-series analysis)
- Close Date Case Close Date-Time (if applicable)
- Case Category Case Category
- Case Priority Case Priority (expected values: 'High', 'Medium', 'Low')
- User Who raised the case
- Case Status Case Status (expected values: 'Open', 'Closed', 'On-hold')
- Agent Agent working on the case
- Agent Group Group of the Agent
KPIs
Your Service Desk dashboard will contain 10 KPIs
- Open CasesNumber 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 CasesNumber of High priority Open Cases
- Closed CasesNumber of Closed Cases
- Resolution Duration (min)Resolution duration for Closed Cases (Total is computed using Median)
- Closed Cases per AgentNumber of Closed cases per Agent
- Created CasesNumber of Cases created over the period
- Created Cases per UserNumber of Cases created per User
- UsersNumber of Users
- AgentsNumber of Agents
Dashboard Pages & Data Visualizations
Your Service Desk dashboard will contain 9 pages
Home
Service Desk Home
Service Desk Home
Get a Home Page for your Service Desk dashboard
Cockpit
Service Desk Cockpit
Service Desk Cockpit
Analyze the performance of your Service Desk: What is the current work in process (open case) and what was the performance to close cases
Service-Desk Analytics
Performance of Agent Groups
Performance of Agent Groups
Get an overview of the performance of your teams
Created Cases by Category
Created Cases by Category
Visualize the volume of created cases by Category
Resolution Duration by Category
Resolution Duration by Category
Visualize the time to close cases by Category
Servicing Users
Servicing Users
Get an overview of your service desk from a user perspective
Open Cases
Open Cases
Visualize which are your open cases and who handle them
Case Opening Peak Hours
Case Opening Peak Hours
Visualize when the cases are open so you can better staff your service desk
Behavioral Analytics
Service Desk Adhoc Analysis
Service Desk Adhoc Analysis
Perform simple ad-hoc analysis on your Service Desk data set: analyze any of your KPIs across any dimension (trends, distribution and pareto analysis)
Creating your SERVICE DESK dashboard Step-by-Step
You want to get a clear understanding on your Service Desk results? You want to build a Tableau dashboard to better understand your Service Desk data?
Using LinPack-for-Tableau.com, you can generate an eye-catching, fit-for-purpose Tableau Dashboard on your Service Desk data in less than 5 minutes!
1st STEP: Create the initial Tableau workbook file
Create a Tableau workbook in which you map your Service Desk data (whether it comes from: ERP, database, Excel, CSV file...)
You must retrieve at least the following attributes (it is ok if the names don't match, and it is better to add additional attributes to analyze):
-
Case # Case Unique Identifier
-
Case Description Description of the Case
-
Open Date Case Open Date-Time (Date used for time-series analysis)
-
Close Date Case Close Date-Time (if applicable)
-
Case Category Case Category
-
Case Priority Case Priority (expected values: 'High', 'Medium', 'Low')
-
User Who raised the case
-
Case Status Case Status (expected values: 'Open', 'Closed', 'On-hold')
-
Agent Agent working on the case
-
Agent Group Group of the Agent
2nd STEP: Upload your Tableau workbook file
On LinPack-for-Tableau.com, select 'create dashboard from template: Service Desk' and upload your Tableau workbook (note: your data is NOT uploaded).
72 Dashboard Templates
- Predefined (and customizable) KPIs
- Predefined DataViz
▶ Transverse Functions
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▶ Specific to a Business Sector
▶ Specific to a Data Source
3rd STEP: Map your attributes
Map the attributes of your workbook on the attributes of the template.
Finally, click 'Confirm & Download'... and your Service Desk dashboard is already downloading :-)
Open the Tableau workbook file you received, it will automatically reconnect to your data sources.
Your Service Desk dashboard is now ready to be used or customized!
