[hfe_template id='1680'] SDI Reports | HALO

SDI Reports

Reports and Charts

The filters in italics are not required.

Ticket Reports

8.04 Number of Incidents – Incidents by Channel (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Ticket ID
Order By: Ticket ID

8.04 Number of Incidents – Incidents by Channel (Trend by Month)

Data Source: 💾 Ticket Totals
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Multiple Series
X Axis: Month
Y Axis:
1. Email (Source)
2. Phone (Source)
3. Web (Source)
4. Other (Source)
Order By: Month

8.05 Number of Service Requests – Service Requests by Channel (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Service Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Ticket ID
Order By: Ticket ID

8.05 Number of Service Requests – Service Requests by Channel (Trend by Month)

Data Source: 💾 Ticket Totals
Filters: ‘ITIL Type’ includes (Service Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Multiple Series
X Axis: Month
Y Axis:
1. Email (Source)
2. Phone (Source)
3. Web (Source)
4. Other (Source)
Order By: Month

8.06 Average Time to Respond to an Inbound Query – Ticket by Channel (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Time to Respond (Decimal)
Order By: Time to Respond (Decimal)

8.07 Average Time to Respond to Assigned Incidents – Incidents by Channel (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Time to Respond (Decimal)
Order By: Time to Respond (Decimal)

8.08 Average Time to Respond to Assigned Service Requests – Service Requests by Channel (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Service Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Time to Respond (Decimal)
Order By: Time to Respond (Decimal)

8.09 Abandon Rate – Live Chats (Trend by Month)

Data Source: 💾 Live Chats
Filters: None
Chart Type: Bar
X Axis: First Message Month
Y Axis: Abandoned
Order By: First Message Month

8.10 Average Time to Resolve Incidents Not Resolved on First Contact (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B), ‘First Time Fix’ includes (0)
Chart Type: Bar
X Axis: Source
Y Axis: Time to Resolve (Decimal)
Order By: Time to Resolve (Decimal)

8.11 Average Time to Fulfil Requests Not Fulfilled on First Contact (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Service Request, Change Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B), ‘First Time Fix’ includes (0)
Chart Type: Bar
X Axis: Source
Y Axis: Time to Resolve (Decimal)
Order By: Time to Resolve (Decimal)

8.12 First Contact Incident Resolution Rate (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: First Time Fix
Order By: First Time Fix

8.13 First Contact Request Fulfilment Rate (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Service Request, Change Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: First Time Fix
Order By: First Time Fix

8.14 First Level Incident Resolution Rate

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Team Not Changed (Int)
Order By: Team Not Changed (Int)

8.15 First Level Request Fulfilment Rate (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: None
Chart Type: Bar
X Axis: Team Changed
Y Axis: Team Changed
Order By: Team Changed

8.16 Re-opened Incident Rate (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident)
Chart Type: Bar
X Axis: Re-Opened
Y Axis: Re-Opened
Order By: Month Created

8.17 Re-opened Service Request Rate (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Change Request, Service Request)
Chart Type: Bar
X Axis: Re-Opened
Y Axis: Re-Opened
Order By: Month Created

8.18 Incident Backlog Management (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘Status’ does not include (On Hold, User Hold, Closed), ‘ITIL Type’ includes (Incident)
Chart Type: Bar
X Axis: Category
Y Axis: Count
Order By: Status

8.19 Service Request Backlog Management (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘Status’ does not include (On Hold, User Hold), ‘ITIL Type’ includes (Change Request, Service Request)
Chart Type: Bar
X Axis: Category
Y Axis: Count
Order By: Status

8.20 Percentage of Hierarchic Escalations

Data Source: 💾 Tickets (All)
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: ITIL Type
Y Axis: Hierarchic Reassign
Order By: Hierarchic Reassign

8.21 Percentage of Functional Escalations

Data Source: 💾 Tickets (All)
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: ITIL Type
Y Axis: Functional Reassign
Order By: Functional Reassign

8.22 Number of Reassignments

Data Source: 💾 Tickets (All)
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: ITIL Type
Y Axis: Team Reassign Count
Order By: Team Reassign Count

8.23 Average Incident Resolution Time by Priority – Incidents by Priority (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Priority
Y Axis: Time to Resolve (Decimal)
Order By: Time to Resolve (Decimal)

8.24 Average Request Fulfilment Time by Priority – Request by Priority (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Change Request, Service Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Priority
Y Axis: Time to Resolve (Decimal)
Order By: Time to Resolve (Decimal)

8.25 Average Incident Resolution Time by Category – Incidents by Category (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Category Root
Y Axis: Time to Resolve (Decimal)
Order By: Time to Resolve (Decimal)

8.26 Average Request Fulfilment Time by Category – Request by Category (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Change Request, Service Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Category Root
Y Axis: Time to Resolve (Decimal)
Order By: Time to Resolve (Decimal)

8.27 Comparison of Service Level Targets to Performance – Resolution SLA

Data Source: 💾 Tickets (All)
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: SLA
Y Axis: SLA Resolution Met
Order By: SLA Resolution Met

8.27 Comparison of Service Level Targets to Performance – Response SLA

Data Source: 💾 Tickets (All)
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: SLA
Y Axis: SLA Response Met
Order By: SLA Response Met

8.28 Service Desk Knowledge Usage – Views by Agents (Trend by Month)

Data Source: 💾 Knowledge Base Usage (Overall)
Filters: ‘Viewer Type’ includes (Agent)
Chart Type: Bar
X Axis: View Month
Y Axis: View Count
Order By: View Month

8.28 Service Desk Knowledge Usage – Views by Agents (Trend by Week)

Data Source: 💾 Knowledge Base Usage (Overall)
Filters: ‘Viewer Type’ includes (Agent)
Chart Type: Bar
X Axis: View Week (WC)
Y Axis: View Count
Order By: View Week (WC)

8.29 Customer Facing Knowledge Usage – Views by Users (Trend by Month)

Data Source: 💾 Knowledge Base Usage (Overall)
Filters: ‘Viewer Type’ includes (User)
Chart Type: Bar
X Axis: View Month
Y Axis: View Count
Order By: View Month

8.29 Customer Facing Knowledge Usage – Views by Users (Trend by Week)

Data Source: 💾 Knowledge Base Usage (Overall)
Filters: ‘Viewer Type’ includes (User)
Chart Type: Bar
X Axis: View Week (WC)
Y Axis: View Count
Order By: View Week (WC)

8.30 Service Desk Knowledge Quality and Effectiveness

Data Source: 💾 Knowledge Base (Breakdown)
Filters: None
Chart Type: Multiple Series
X Axis: Month
Y Axis:
1. Agent Positive
2. Agent Negative
3. Agent Views
Order By: Month

8.31 Customer Facing Knowledge Quality and Effectiveness

Data Source: 💾 Knowledge Base (Breakdown)
Filters: None
Chart Type: Multiple Series
X Axis: Month
Y Axis:
1. User Positive
2. User Negative
3. User Views
Order By: Month

8.34 Total Cost of Service Delivery (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: ITIL Type
Y Axis: Labour Cost
Order By: Labour Cost

8.35 Average Cost per Incident by Channel (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Labour Cost
Order By: Labour Cost

8.36 Average Cost per Service Request by Channel (Fixed Period)

Data Source: 💾 Tickets (All)
Filters: ‘ITIL Type’ includes (Service Request), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Source
Y Axis: Labour Cost
Order By: Labour Cost

8.40 Periodic Customer Satisfaction Measurement (Trend by Month)

Data Source: 💾 Feedback
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: Month
Y Axis: Satisfaction Metric
Order By: Month

8.41 Event-Based Customer Satisfaction Measurement

Data Source: 💾 Feedback
Filters: ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B)
Chart Type: Bar
X Axis: ITIL Type
Y Axis: Satisfaction Metric
Order By: ITIL Type

8.42 Complaints, Suggestions and Compliments (Fixed Period)

Data Source: 💾 Feedback
Filters: None
Chart Type: Bar
X Axis: Score
Y Axis: Ticket ID
Order By: Ticket ID

8.43 Problem Records Created Through Proactive Problem Management

Data Source: 💾 Tickets (All)
Filters: ‘Source’ does not include (Email, Chat, Web, Manual – Phone, Manual)
Chart Type: Bar
X Axis: Source
Y Axis: Ticket ID
Order By: Ticket ID

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