service desk cockpit W.PNG 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

KPi 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

Visualization and 11 dashboard pages

Home

Service Desk Home

Service Desk Home
Service Desk HomeService Desk Home
Get a Home Page for your Service Desk / Case Management 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 KPIs

Service Desk KPIs
Service Desk KPIsService Desk KPIs
Understand the contribution to the performance of your top Service Desk / Case Management KPIs

Service Desk Top KPIs Evolution

Service Desk Top KPIs Evolution
Service Desk Top KPIs EvolutionService Desk Top KPIs Evolution
Visualize how your Service Desk / Case Management Performance is evolving (Month-to-Date, Year-to-Date)

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 the KPI you selected: Trends, Performance & Year over Year

Service Desk Trends Split Analysis

Service Desk Trends Split Analysis
Service Desk Trends Split AnalysisService Desk Trends Split Analysis
Visualize the evolution of the KPI you selected, breakdown by the dimension you selected.

Segmentation Analysis

Service Desk Segmentation Analysis

Service Desk Segmentation Analysis
Service Desk Segmentation AnalysisService Desk Segmentation Analysis
Visualize the value of the KPI you selected split by the dimension you selected (share analysis)

Service Desk Pareto Analysis

Service Desk Pareto Analysis
Service Desk Pareto AnalysisService Desk Pareto Analysis
Flexible Pareto Analysis (80 / 20 analysis)

 

You want to get a clear understanding on your Service Desk / Case Management activities? You want to build a Tableau dashboard to manage your cases backlog?

Using LinPack-for-Tableau.com, you can generate a stunning Tableau Dashboard on Service Desk data in less than 1 minute!

 

Service Desk dashboard Live Demo

 

For this, just follow the instructions :-)

 

1st step: Create a Tableau workbook containing the connection definition to your Service Desk / Case Management data (whether it comes from ServiceNow, FreshService, ZenDesk, Jira Service Desk, Excel...)

You must retrieve at least the following attributes:

  • 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

The attributes names do not have to match and the underlying data model could be one file or 5 tables, it does not matter :-).

 

2nd step: On LinPack-for-Tableau.com, select 'create dashboard from template: Service Desk' and upload your Tableau workbook

 

 

3rd step: Map your attributes, click 'Confirm & Download'... you're done!!!

 

This dashboard will help you to better manage your Service Desk activity: 

Just try it here :-)

 

Enjoy and share your feedbacks with us so we can improve the solution :-)

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