Dashboard

A variety of Dashboard charts enable managers to easily monitor performance in key business areas, such as Service Level Management. The two SLA charts in the middle of the Dashboard focus on service request Response and Resolution times. These charts group requests by priority and show the percentage of requests that meet / fail to meet the Response and Resolution Time SLA’s set for your help desk.

The green areas of the SLA chart columns represent the requests that fall within the SLA guidelines, while the red areas represent requests that fail to meet the guidelines. To quickly assess current performance you can click on a priority column. This will display a density graph showing the distribution of response (or resolution) times for requests having that priority.

Hovering over a point will display a ‘tool-tip’ style summary of the request. Service requests that fail to meet the SLA guidelines are shown above the line separating the two shades of gray (e.g. 5 hours in the image above).

For a more detailed analysis of a problem area, you can click on a point to drill down to the request details, as shown below.

Note that HelpSTAR also contains a library of ‘Standard Reports’ that allow you to examine the current state of your help desk, and identify trends and areas for improvement. A variety of reports will enable you to:

• optimize your staff resources and uncover areas where training is required
• manage help desk workflow for maximum efficiency in handling service requests
• discover how frequently your support reps are resolving requests on first contact
• determine the effectiveness of best solutions in resolving service requests
• analyze user satisfaction to discover how well your organization is serving its customers