/uploads/galerie/000087/service desk cockpit W.PNG /uploads/galerie/000087/service desk cockpit D.PNG
10 required attributes
  • stringCase #
  • stringCase Description
  • datetimeOpen Date
  • datetimeClose Date
  • stringCase Category
  • stringCase Priority
  • stringUser
  • stringCase Status
  • stringAgent
  • stringAgent Group
11 KPIs
  • Nb Open Cases
  • Nb Open Cases Not Assigned
  • Nb High Priority Open Cases
  • Nb Users
  • Resolution Time (min)
  • Nb Closed Cases
  • Nb Agents
  • Nb Cases
  • Open Cases Duration Time (min)
  • Closed Cases per Agent
  • Cases per User

Detailed presentation of the SERVICE DESK dashboard

Your SERVICE DESK dashboard will contain 11 KPIs

  • Nb Open CasesNumber of Open Cases
  • Nb Open Cases Not AssignedNumber of Open Cases which are not assigned to an agent
  • Nb High Priority Open CasesNumber of High priority Open Cases
  • Nb UsersNumber of users
  • Resolution Time (min)Resolution duration for Closed Cases
  • Nb Closed CasesNumber of Closed Cases
  • Nb AgentsNumber of agents
  • Nb CasesNumber of Cases
  • Open Cases Duration Time (min)Number of minutes since the opening of Open Cases
  • Closed Cases per AgentNumber of Closed cases per Agent
  • Cases per UserNumber of Closed cases per User

and 10 dashboard pages

Home

Service Desk Home

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

Cockpit

Service Desk Cockpit

Service Desk Cockpit
Service Desk CockpitService 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 Evolution

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

Service Desk Top KPIs Overview

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

Service-Desk Analysis

Service Desk Agents Analysis

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

Service Desk Users Analysis

Service Desk Users Analysis
Service Desk Users AnalysisService 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 Cases Analysis

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

Trends Analysis

Service Desk Trends Analysis

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

Distribution Analysis

Service Desk Segmentation Analysis

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

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):

  • string
    Case # Case Unique Identifier
  • string
    Case Description Description of the Case
  • datetime
    Open Date Case Open Date-Time
  • datetime
    Close Date Case Close Date-Time (if applicable)
  • string
    Case Category Case Category
  • string
    Case Priority Case Priority: High, Medium, Low
  • string
    User Who raised the case
  • string
    Case Status Case Status: Open, Closed, On-hold
  • string
    Agent Agent working on the case
  • string
    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).

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!


Just give it a try here :-)

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