Enhancement: Request Insights for only Resolved and Closed isn't very useful; more statuses or on-demand

[Berto2002]

After HUG I wanted to show and tell on the Request Insights that I had not looked at before.

I thought it was a tool for teams and analysts could use to get information DURING THE LIFECYCLE to help them ensure a Request was not getting 'problematic' in some way; like a tool to manage escalations or issues with Requests.

Thus, I had expected the "eye" icon to be visible on all Requests but I had to open quite a lot of Requests before I found one it was revealed for; then I turned to the document and it only shows for Resolved and Closed Requests.

I am a little set back by this because by only showing this data when the Request is Resolved/Closed, it is only useful for retrospective checking of a Request (like when someone complains or queries it). It is after the fact and, to be honest, when a Request is at that status we're on to the next one.

This feature doesn't solve a problem for us. If we had a problem in this area it would be that any given analyst opening a Request cannot really get the meter of a Request (how long on hold, how many assignments, etc) without manual scanning or prior knowledge. That's the Insight we need; now, during.

Sorry to be disparaging.

I would like to see Request Insights either for all statuses (perhaps include Open and OnHold, not New) or - because I can see how calculating that for all Requests for every customer all the time would be unfeasible, to have it available on-demand. This would look like:

• The 'eye' icon is always displayed but for New, Open and OnHold statuses it has a strike through
• When/if the analyst clicks it, the Request Insights are calculated at that point in time (and then given a last update date); enabling analysts, team leaders and supervisors instant access to the data to help with queries, escalations and review of team performance as they go.

[Martyn Houghton]

+1 for us, you got an escalation or complaint on open requests this would also be useful.

[James Ainsworth]

Hi @Berto2002

Thanks for your post. The plan has been to extend this over time.  The starting point was to focus on showing information to identify where there might be bottlenecks that cause a request to go beyond the allocated Service Level as part of continual service improvement.

The Request Insights feature does provide a nice platform for adding more insight into a request while it is still active.  We don't currently have any new insight information scheduled for development, but it will be reviewed and expanded over time.