The service desk routinely and consistently collects and analyses the average time it takes to acknowledge and respond to an incident or service request by channel or method (i.e. phone, e-mail, self-logging, live chat,SMS, social media).
Dashboard Name
Average time to respond
Availability
ASM All Version
Type
SQL
Categorisation
SDI
Available Parameters
Channel, Logged Date, IPK Status, Target
Type
Information
Requirement
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. This is set to 15 minutes by default. SLA’s need to be configured utilising the First call back option as the calculation is using elapsed time against this event
Spec
A full 13 month of data (excluding the current month) is reportable across the two graphs 1. Average response time(minutes) split by IPK 2. By channel. A grid displays the results by IPK, month,average time to respond and a comparison against target.
