Providea workbookcontaining at least10 attributes
Geta ready-to-use,best-in-marketSERVICE DESK dashboard
Service Desk Home
Service Desk Home![Service Desk Home]()
Get a Home Page for your Service Desk dashboard
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 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 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.
10 required attributes
Case #- Case Description
Open Date- Close Date
- Case Category
- Case Priority
- User
- Case Status
- Agent
- Agent 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 Home]()
Get a Home Page for your Service Desk dashboard
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 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 Top KPIs Overview
Service Desk Top KPIs Overview![Service 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 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 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 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 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 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]()
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):
-
Case # Case Unique Identifier
-
Case Description Description of the Case
-
Open Date Case Open Date-Time
-
Close Date Case Close Date-Time (if applicable)
-
Case Category Case Category
-
Case Priority Case Priority: High, Medium, Low
-
User Who raised the case
-
Case Status Case Status: 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).
Dashboard Template
- Predefined (and customizable) KPIs
- Predefined DataViz
Finance
Procurement
Digital Marketing
Processes
Case Management
Banking
Healthcare
Telecommunications
Fundraising
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 :-)
