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

Chart, bar chart Description automatically generated