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