8.35 Average cost per incident by channel

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	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

Screenshots

Chart, bar chart Description automatically generated