8.4 Average Time to Respond
Dashboard Name | Average time to respond |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI |
Available Parameters | Channel, Logged Date, IPK Status, Target |
Description
The service desk routinely and consistently collects and analyses the average time it takes to acknowledge and respond to an incident or service request by channel or method (i.e. phone, e-mail, self-logging, live chat,SMS, social media).
Requirements / Considerations / Specification / Configuration
Type | Information |
Requirement | IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment |
Config | The target value can be set on a per customer basis by altering the ‘Target’ expression stored against the datasource in the Dashboard. This is set to 15 minutes by default. SLA’s need to be configured utilising the First call back option as the calculation is using elapsed time against this event |
Spec | A full 13 month of data (excluding the current month) is reportable across the two graphs 1. Average response time(minutes) split by IPK 2. By channel. A grid displays the results by IPK, month,average time to respond and a comparison against target. |
