8.35 Average cost per incident by channel

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

Description

The service desk routinely and consistently collects data about the cost of incident operations for all supported communication channels.

Requirements / Considerations / Specification / Configuration

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

Screenshots