The number of incidents and service requests reported to the service desk by channel (phone, e-mail, self- logging, live chat, SMS, social media etc.) is monitored, managed and measured routinely and consistently.
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.
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 reprted month
Screenshots
Chart, line chart
Description automatically generated
