Service Desk

This Tableau Accelerator allows you to:

• Assess & Improve the level of service of your Service Desk: overall and by agent group
• Focus your efforts on highest priority cases, or oldest cases
• Better serve users
• Adapt your resource allocation to peak periods
• Audit your ability to increase your level of service over time

Demo video

Answer key business questions

• Which cases are currently open?
• How effective have we been in closing cases?
• What is the performance of our agent groups?
• What types of cases are created most often?
• Who handles the most cases?
• How long does it take to close cases?
• How many users are we servicing?

Monitor and improve KPIs

Cases

• Created Cases: Number of cases that were created over the period
• Open Cases: Number of cases which are currently open
• Closed Cases: Number of cases that were closed over the period

Users

• Users: Number of users who created at least one case
• Created Cases per User: Average number of cases created by user

Agents

• Closed Cases per Agent: Average number of cases closed per agent
• Agents: Number of agents who have been closing at least one case over the period

Time

• Open Cases Duration Time: Average time since cases are open (for currently open cases only)
• Resolution Duration: Average time it takes to close a case (expressed in min)

Required attributes

• Case # (string): Case Unique Identifier
• Case Description (string): Description of the Case
• Open Date (datetime): Case Open Date-Time
• Close Date (datetime): Case Close Date-Time
• Case Category (string): Case Category
• Case Priority (string): Case Priority ← expected values: “High”, “Medium”, “Low”
• User (string): Who opened the case
• Case Status (string): Case Status ← expected values: “Open”, “Closed”
• Agent (string): Agent Working on the case
• Agent Group (string): Group of the Agent