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Detailed presentation of the SERVICE DESK dashboard

Your SERVICE DESK dashboard will contain 10 KPIs

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
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
Performance of Agent GroupsPerformance of Agent Groups
Get an overview of the performance of your teams

Created Cases by Category

Created Cases by Category
Created Cases by CategoryCreated Cases by Category
Visualize the volume of created cases by Category

Resolution Time by Category

Resolution Time by Category
Resolution Time by CategoryResolution Time by Category
Visualize the time to close cases by Category

Servicing Users

Servicing Users
Servicing UsersServicing Users
Get an overview of your service desk from a user perspective

Open Cases

Open Cases
Open CasesOpen Cases
Visualize which are your open cases and who handle them

Case Opening Peak Hours

Case Opening Peak Hours
Case Opening Peak HoursCase Opening Peak Hours
Visualize when the cases are open so you can better staff your service desk

Distribution Analytics

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 (Date used for time-series analysis)
  • datetime
    Close Date Case Close Date-Time (if applicable)
  • string
    Case Category Case Category
  • string
    Case Priority Case Priority (expected values: 'High', 'Medium', 'Low')
  • string
    User Who raised the case
  • string
    Case Status Case Status (expected values: '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!


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