Basic quality reporting
I'd like to have more simple statistics that allow us to explain quality requirements to operational partners. The distribution view is very insightfull if the operational partner likes to improve his performance, but too complex for mgt purposes. I need to be able to visualize and negotiate an SLA with this operational partner on the basis of a very simple kpi.
What I really miss is a basic performance overview, for instance an 18 day/week/month rolling trend of:
- trending graph of new tickets
- trending graph of average resolution time (with option to set a target)
- trending graph of first response time (with option to set a target)
Thanks for sharing Stijn! Sounds like a great add-on for our Statistics. We'll keep track of this post and keep you up to date if there's any news!
In the meantime, it is possible to export statistics and roll out your own numbers as well.