8.35 Average cost per incident by channel
Dashboard Name | Average cost per incident by channel |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI 8.35 |
Available Parameters | IPK Status, Channel ,action date and default charge rate |
Description
The service desk routinely and consistently collects data about the cost of incident operations for all supported communication channels.
Requirements / Considerations / Specification / Configuration
Type | Information |
Requirement | ASM Time recording function |
Config | Time recording using Action Types needs to be configured. A Default rate is applied to the dashboard to calculate the cost which can be configured in the datasource expression (Default charge rate). Exact cost can be calculated by populating the charge rate (per hour) against the analyst record and altering the function to utilise that charge rate field within the datasource. |
Spec | Average cost per channel (13 month rolling), by activity (action type) (13 month rolling) and top 5 most expensive tickets |
