8.35 Average cost per incident by channel
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ASM Legacy Product Documentation
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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
The service desk routinely and consistently collects data about the cost of incident operations for all supported communication channels.
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
