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Reporting on Service Desks performance for individual customer departments


Josh Bridgens
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Morning All,

A Department we support has recently said they have noticed an improvement in efficiency from the Service Desk, less wait times, more call information... etc

In an effort to bolster support for the Service Desk and better explain what we have done to make a difference, I've been told to drop almost everything and see what I can put together - Report and Advanced Analytics wise - to show the efficiency changes in the Service Desk as the system has slowly changed.

My Question is, does anyone have templates or examples of the measures / widgets they use to show performance based on individual departments they support?

I am fine with the Reports side however not so good with the Sparkline, measure etc. side of the Advanced analytics yet.

 

Any help would be appreciated!

 

Josh

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  • 3 weeks later...

@Josh Bridgens is you raise a request with us via the Success Portal, I am sure one of our product specialists will be happy to show you how measures and widgets can be used to achieve what you need.

On 10/12/2018 at 11:09 AM, Josh Bridgens said:

A Department we support has recently said they have noticed an improvement in efficiency from the Service Desk, less wait times, more call information... etc

I trust Hornbill played its part in this? ;) 

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