8.11 Percentage of hierarchic escalations
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Dashboard Name
Percentage of hierarchic escalations (management notifications)
Availability
ASM All Version
Type
SQL
Categorisation
SDI 8.11
Available Parameters
IPK Status, Logged Date, Channel
The service desk routinely and consistently collects data about the percentage of incidents or service requests escalated to management in order to avoid a developing SLA breach.
Type
Information
Requirement
IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment. Service Level Agreement (SLA) that has resolve breach levels (escalation) configured along with an actual breach time.
Config
The escalation target percentage is configured through the datasource connection and is a SyncFusion function entitled Target
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. Graph can be drilled in to split results by IPK Status and then by channel
