Service Desk | Tableau Exchange

Service Desk

by Tableau

Description

The Tableau Accelerator for Service Desk gives you a jumpstart to data-driven insights on Service Desk backlog and performance. Managers and leaders can use this Accelerator to better understand areas that need improvement to improve customer satisfaction.

Key insights include:

  • Currently open cases
  • Past performance
  • Performance by Agent, Agent Group
  • Performance by Case Category
  • Top users

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

  • Open Cases
  • Open Cases Duration Time (min)
  • High Priority Open Cases
  • Closed Cases
  • Resolution Duration (min)
  • Created Cases
  • Users
  • Agents
  • Closed Cases per Agent
  • Created Cases per User

Required attributes

  • Case # (string)
  • Case Description (string)
  • Open Date (datetime)
  • Close Date (datetime)
  • Case Category (string)
  • Case Priority (string) ← expected values: 'High', 'Medium', 'Low'
  • User (string)
  • Case Status (string) ← expected values: 'Open', 'Closed', 'On-hold'
  • Agent (string)
  • Agent Group (string)

Tech Specifications

Supported Layouts

Security and Legal

Accelerator