On the Service Request Dashboard page, users can view various Advanced reports related to Service Request Management.
To View Service Request Dashboard:
- Select Reports. The Reports page is displayed.
Figure: Reports page - Click Advanced Reports. The Report List page is displayed.
- Click Dashboards tab at the top of the page, the Dashboard List and Viewer page is displayed
Figure: Dashboards tab Under Modules, click Service Request and select the required Dashboard.
Figure: Service Request Dashboard (Sample Screenshot)
List of Reports in Service Request Dashboard
| Report | Description |
|---|---|
| Open Requests | This tile displays the count of Open Requests. For example, see the following screenshot:
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| Requests Logged This Month | This tile displays the count of Requests logged in the current month. For example, see the following screenshot:
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Requests Logged Today | This tile displays the count of Requests logged today. For example, see the following screenshot:
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| SLA Compliance -Current Year | This tile displays the SLA percentage met in the current year. For example, see the following screenshot:
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Pending Requests | This tile displays the total number of Requests that are in Pending status. For example, see the following screenshot:
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| Requests Resolved This Month | This tile displays the total number of Requests that are resolved in the current month. For example, see the following screenshot:
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| Requests Resolved Today | This tile displays the number of Requests resolved today. For example, see the following screenshot:
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| CSAT Rating | This tile displays the Average CSAT Rating for Service Requests. For example, see the following screenshot:
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| Reopened Requests | This tile displays the number of Reopened Requests. For example, see the following screenshot:
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| Open VIP Requests | This tile displays the count of Open VIP Requests. For example, see the following screenshot:
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| Referred Back Requests | This tile displays the number of Referred Back Requests. For example, see the following screenshot:
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| Requests Pending For Approval (Total) | This tile displays the count of Requests Pending for Approval. For example, see the following screenshot:
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| Requests Pending For Approval (>15 Days) | This tile displays the count of Requests Pending for Approval for more than 15 days. For example, see the following screenshot:
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| Mean Time to Resolve | This tile displays the Average time taken to resolve all the Requests. For example, see the following screenshot:
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| Open Requests By Status | This tile displays the Status-wise count of Open Requests (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
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| Open Requests By Priority | This tile displays Priority-wise count of Open Requests (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
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| Geographic Spread of Open Requests | This tile displays the number of Open Request Location-wise Open Requests count in geographic view. For example, see the following screenshot:
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| MTTR By Priority | This tile displays Average Time Taken to resolve Service Requests Priority-wise. For example, see the following screenshot:
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| MTTR BY Catalog | Top 10 | This tile displays the Mean Time Taken to Resolve (MTTR) Service Requests for the Top 10 Catalogs. For example, see the following screenshot:
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| SLA Compliance By Catalog | Top 10 | This tile displays the Catalog-wise Resolution SLA Met and Missed Percentage. For example, see the following screenshot:
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| Resolution SLA Compliance Trend | This tile displays the month-wise Resolution SLA Met Percentage. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Resolution SLA Compliance By Priority | This tile displays the Priority-wise Resolution SLA Met and Missed Percentage. For example, see the following screenshot:
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| Requests Violated and Within SLA | This tile displays the month-wise count of Requests violated SLA and Requests within SLA. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Requests Backlog | This tile displays the month-wise backlog Requests count (Open Requests). For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Top 10 Catalogs (By Approval Status) | This tile displays the following Approval Status-wise count of Service Requests for the Top 10 Catalogs.
For example, see the following screenshot:
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| Requests Logged v/s Resolved | This tile displays the month-wise Requests logged and Requests resolved count. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Requests Approved v/s Rejected | This tile displays the month-wise count of Service Requests Approved and Rejected. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Top 10 Categories | This tile displays the Priority-wise (Ex: P1, P2, and P3) count of Service Requests for the Top 10 Categories. For example, see the following screenshot:
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| Top 10 Catalogs | This tile displays the Priority-wise (Ex: P1, P2, and P3) count of Service Requests for the Top 10 Catalogs. For example, see the following screenshot:
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| Requests Aging By Workgroup | This tile displays the Workgroup-wise count of open Requests and their aging details. For example, see the following screenshot:
Aging Slabs
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| Entitlement By Catalog | This tile displays the Top 10 Entitlement Catalog-wise Services Availed and Services Not Availed count. For example, see the following screenshot: |
| Top 10 Workgroups By Workload | This tile displays the Top 10 Workgroups based on the number of Open Requests and their Status-wise (New, Assigned, In-Progress, and Pending) count of Service Requests for each Workgroup. For example, see the following screenshot:
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| Top 10 Analysts By Workload | This tile displays the Top 10 Analysts based on the number of In-Progress and Pending Requests. For example, see the following screenshot:
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| Requests Medium | This tile displays the count and percentage of Requests logged using the various medium. For example, see the following screenshot:
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| Analysts By Location | This tile displays the Analyst count Location-wise. For example, see the following screenshot:
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| CSAT Trend | This tile displays month-wise Average CSAT Rating of Service Requests. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Requests Breakup By CSAT Rating | This tile displays the count of Service Requests for the following CSAT Rating slabs.
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| Feedback Sent v/s Received | This tile displays the total number of Requests sent for feedback and the total number of Requests which received the feedback. For example, see the following screenshot:
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| CSAT Rating By Location | This tile displays the Location-wise Average CSAT Rating. For example, see the following screenshot:
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| Top 10 Workgroups | Points Earned | This tile displays the top 10 Workgroups based on the Points Earned. For example, see the following screenshot:
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| Top 10 Analysts | Points Earned | This tile displays the top 10 Analysts based on the Points Earned. For example, see the following screenshot:
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| Top 10 Analysts | Customer Feedback | This tile displays the top 10 Analysts based on the CSAT Rating. For example, see the following screenshot:
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