Reporting and Analytics for Service

Get Involved. Join the Conversation.

Topic

    Luuk
    Oldie Moldy - Analytics Cookbook Recipe
    Topic posted October 19, 2018 by Luuk Bronze Crown: 15,000+ Points 
    72 Views, 4 Comments
    Title:
    Oldie Moldy - Analytics Cookbook Recipe
    Content:

    Oldie Moldy

    Identifying Holes in Your Process and/or Overloaded Teams

     

    Author: Luuk Schalk

     

    Difficulty rating:  (Intermediate)

    Target persona: Managers / Team Leaders

    Ingredients:

    2 Reports

    4 Columns (1 includes a count() )

    3 Filters

    1 Drilldown

    1 Report Link

    Overall description/purpose:  This report shows all incidents that are not solved but were created longer than a month ago. This report can help find holes in your process and/or spot teams that are overloaded.

    Use case being served:  The persona will be able to see which queues have incidents that are really old but still open. From there, you can work to resolve these open incidents and more importantly, identify holes in your process and design solutions to avoid incidents slipping through the cracks moving forward.

    Screen shot:

     

    Master Chef Approved (a.k.a. Data Validated)? Yes

    Included are the following (in a .ZIP file):

    • Complete Report Recipe and Report Configuration Details (PDF)
    • Human readable PDF report definition
    • XML Report definition 

    Document:

    Comment