8.21 Percentage of Functional Escalations copy

Beginning with ASM Version 10, embedded Dashboarding and Reporting functionality was provided through the Syncfusion Dashboard Platform. Alemba used the latest version of the Syncfusion Dashboard Platform v4.1.0.84 under a Global Embedded License with Syncfusion. Support for this platform ended December 2024.

From September 2022, the Syncfusion Dashboard Platform entered the Extended Support phase of its product lifecycle until the end of September 2024. As Alemba is a Premium Support partner with Syncfusion, this was extended until the end of December 2024.

As of December 2024 (10.6.8.15038), ASM Supports connections to Bold BI natively for Analytics.

Dashboard Name	Percentage of functional escalations
Availability	ASM All Version
Type	SQL
Categorisation	SDI 8.21
Available Parameters	IPK Status, Logged Date, Channel

Description

The service desk routinely and consistently collects data about the percentage of incidents and service requests assigned to the appropriate resolver group. This data supports coaching and training to reduce mis-assignments and identify opportunities to shift left appropriate workloads from resolver team ownership to service desk ownership.

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. The Service Desk IPK group is considered the service desk owner.
Config	The escalation target percentage is configured through the datasource connection and is a SyncFusion function entitled Target. An IPK Group called ‘Service Desk’ is required as the base ownership group to compare escalations with (any calls where the no. of assignments >0
Spec	A full 13 month of data (excluding the current month) is reportable. This is a rolling 13 months and allows comparison of previous year month to last reported month.

Screenshots

Graphical user interface, application, table, Excel Description automatically generated