Analytics in the [Services] section
The Dashboards view contains consolidated analytics (diagrams, metrics, rating lists and reports) based on the section data.
Note
More information about working with dashboards and dashboard setup can is available in the corresponding articles.
The [Service quality quarterly analytics] tab
Services analytics based on the number of service-related cases, activity durations and user feedback.
| Average user satisfaction by service | Diagram displaying how service ratings are grouped by user feedback. The rating is calculated based on the average user feedback for each service. Only cases added in the current quarter are used for calculation. |
| Monthly overdue resolution vs response | Diagram displaying how service ratings are grouped by number of cases that are overdue by response time or resolution time. Only cases added in the current quarter are used for calculation. |
| Top services by incidents | Diagram displaying services with largest number of incidents in the current quarter. |
| Working time per service | List displaying 10 services with the highest amount of working time spent on case resolutions. The working time is calculated based on the duration of activities connected to service-related cases. The data is displayed in descending order of working time amount. Only cases added in the current quarter are used for calculation. |
The [Quarterly popular services] tab
| This tab displays services that are popular in the current quarter | Diagram displaying services with largest number of service requests in the current quarter. |
See also
