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Service desk february 2015

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Nigel Williams
Nigel Williams

The document provides statistics on ticket volume, resolution, and key performance indicators for a technical support organization over several months. It includes the following information: - Ticket volumes by support group and month, with the Engineering Support group handling the most at over 700 tickets in February. - Tickets solved in the last 30 days was 733, with 102% of those solved within target timeframes. 130 customers were satisfied and 9 unsatisfied. - The top reasons for ticket closure in the last 30 days were product bugs, training/advice provided, and customer resolving issues themselves. - Most open tickets were still with support or in product development, while some were referred to other teams like engineering or

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New Tickets by Group and Month 9/2014 10/2014 11/2014 12/2014 1/2015 2/2015 Month/Year (Ticket Created) 1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services US Support # Tickets 0 170 340 510 680 850 700700 816816 612612 583583 726726 418418 733 New ­ Last 30 Days 746 Solved ­ Last 30 Days 102 % % Solved Last 30 Days 130 Satisfied ­ Last 30 Days 9 Unsatisfied ­ Last 30 Days Solved Tickets by Group and Month Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Month/Year (Ticket Solved) 1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services US Support # Solved Tickets 0 150 300 450 600 750 713713 666666 661661 555555 720720 384384 Closure Type Last 30 Days... Closure Type [list] # Solved Tickets No Customer Response Product Bug Training/Advice Customer Resolved Customer System Environment Small Change Completed Release Request Completed License Request Enhancement Request 172 109 99 80 47 42 25 13 11 Investigation Status... Investigation Status [list] # Tickets With Support In Product Development Awaiting Bug Verification Referred to Engineering Support Referred to Implementation Support Referred to Design Support Referred to Bespoke Support With Sales 491 368 67 18 10 2 1 1 Operations Meeting KPI's KPI's 02/19/2015 Page 1/2
Ticket Flow By Group, Last Week Ticket Group Created Last Week Solved Last Week% Solved Backlog Impact Backlog 1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services US Support 95 32 23 1 2 82 38 42 1 1 86% 119% 183% 100% 50% + 13 ­6 ­19 ­ + 1 330 358 257 8 1 1 7 Top 10 Active Customers ­ Last 30 Days Axis Europe Geodis Wilson Lookers Plc Paradigm Housing Group Ltd Yorkshire Building Society Genius Gluten Free March of Dimes Whitestuff Group Limited JewishCare Coast and Country Housing Limited Havens Hospices Nucleus Global Royal College of Nursing Organization Name # Tickets 0 8 16 24 2323 2222 1616 1515 1515 1414 1414 1414 1212 1111 1111 1111 1111 Tickets logged by Location aa_aus_nz aa_europe aa_uk aa_us_canada 2%2% 3%3%86%86% 9%9% Page 2/2

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Service desk february 2015

  • 1. New Tickets by Group and Month 9/2014 10/2014 11/2014 12/2014 1/2015 2/2015 Month/Year (Ticket Created) 1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services US Support # Tickets 0 170 340 510 680 850 700700 816816 612612 583583 726726 418418 733 New ­ Last 30 Days 746 Solved ­ Last 30 Days 102 % % Solved Last 30 Days 130 Satisfied ­ Last 30 Days 9 Unsatisfied ­ Last 30 Days Solved Tickets by Group and Month Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Month/Year (Ticket Solved) 1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services US Support # Solved Tickets 0 150 300 450 600 750 713713 666666 661661 555555 720720 384384 Closure Type Last 30 Days... Closure Type [list] # Solved Tickets No Customer Response Product Bug Training/Advice Customer Resolved Customer System Environment Small Change Completed Release Request Completed License Request Enhancement Request 172 109 99 80 47 42 25 13 11 Investigation Status... Investigation Status [list] # Tickets With Support In Product Development Awaiting Bug Verification Referred to Engineering Support Referred to Implementation Support Referred to Design Support Referred to Bespoke Support With Sales 491 368 67 18 10 2 1 1 Operations Meeting KPI's KPI's 02/19/2015 Page 1/2
  • 2. Ticket Flow By Group, Last Week Ticket Group Created Last Week Solved Last Week% Solved Backlog Impact Backlog 1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services US Support 95 32 23 1 2 82 38 42 1 1 86% 119% 183% 100% 50% + 13 ­6 ­19 ­ + 1 330 358 257 8 1 1 7 Top 10 Active Customers ­ Last 30 Days Axis Europe Geodis Wilson Lookers Plc Paradigm Housing Group Ltd Yorkshire Building Society Genius Gluten Free March of Dimes Whitestuff Group Limited JewishCare Coast and Country Housing Limited Havens Hospices Nucleus Global Royal College of Nursing Organization Name # Tickets 0 8 16 24 2323 2222 1616 1515 1515 1414 1414 1414 1212 1111 1111 1111 1111 Tickets logged by Location aa_aus_nz aa_europe aa_uk aa_us_canada 2%2% 3%3%86%86% 9%9% Page 2/2