Requests metrics allow you to monitor your employee support performance.
Available filters : Date, Priority, Requested by, Assigned to, Associated to
Evolution of requests
Repartition by status Repartition of requests per status (”New”, “In progress”, “Waiting”, “Resolved”).
Requests over time Evolution of new and resolved requests during the last 12 months.
Performance and SLA
Avg. Solving time (days) Average of total requests solving time (time when status is “Resolved” - time of creation).
Avg. Solving time over time (days) Evolution of average solving time during the last 12 months.
Completed requests per admin List of Siit admins with their total of solved requests and their average solving time.
Distribution by Day of the week Repartition of requests per day of the week (based on “creation date”).
Distribution by Hour of the day
Repartition of requests per hour of the day (based on “creation time”).
Associated applications / services
Top associated applications / services Repartition of requests per application / service (including a repartition per status).
Details [List] List of applications / services associated to the requests (”name”, “type”, “requests number”, “avg. solving time (h)”, “last request date”).