Introducing report bundles for ServiceDesk Plus

We've made several strives in making analytics accessible to all. With report bundles, which are prebuilt blueprints of indispensable help desk KPIs, powerful visualizations are merely seconds away. Simply download the report bundle, and revolutionize your ITSM game!

Performance
Cost optimization
Technician skillset         New            
Preview the reports in this bundle
Top ranking technicians

Hone in on your top performers visually. Monitor improvements over time and understand performance variations with this interactive visual analysis.

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Areas of expertise

Recognize technicians' varied expertise by identifying categories where they deliver shorter resolution times. Wield this insight to fine-tune the ticket assignment and resolution process in a mature service desk.

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Subject matter experts

Discover the experts across every ticket category. Dig deeper to understand the nuances of a technician's service expertise levels across different sub categories.

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Versatility

Looking for the jack of all trades? This visualization helps you identify the technicians who are well-versed in handling tickets across multiple categories.

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Plugs delays

Identify the silent powerhouses in your team. This analysis showcases technicians that demonstrate ownership by picking up reassigned tickets to ensure prompt resolutions and reduce crippling backlogs.

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High throughput

Discover the workhorses in your team with this powerful visualization. The technicians that resolve the highest number of assigned tickets assigned to them showcase their subject expertise and dedication.

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Continuous improvement

Determine your team's dedication to continual improvement. This analysis tracks technicians who continually improve their quality of work across various parameters.

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End users' favorite

Identify the technicians who consistently go above and beyond to ensure an end user's satisfaction by delivering prompt and accurate resolutions.

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Promptness

Uncover the technicians who keep end users informed of the resolution progress through prompt responses, promoting transparency, and focusing on end-user satisfaction.

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Lowest on-hold time

Deliver speedy resolutions. Recognize the technicians who pick up and resolve tickets without resorting to frequent pauses and extensions.

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High quality

Quantify the quality of your technicians' work with this intuitive analysis that identifies the delivery of high quality resolutions by gauging the service desk's reopen rates.

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Ability to work under pressure

Discover the technicians who consistently meet incident SLAs regardless of time constraints, showcasing their flair for managing workloads under pressure.

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Ability to multitask

Rank technicians by their ability to resolve a high velocity of incidents across multiple incident categories, which is a crucial weapon for handling onslaughts of large ticket volumes.

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Ability to take ownership

Recognize technicians who retain ownership of their assigned tickets and resolve them without resorting to reassignments or delays.

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How does it work?

Download the required report bundle.

Import it into your ServiceDesk Plus workspace in Analytics Plus.

Enjoy powerful insights instantly.

Note: To use report bundles, ensure Analytics Plus on-premise users are on build 5240 or above,
and ServiceDesk Plus on-premise users are on build 14000 or above.

New to Analytics Plus? Try it for free today!

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  • Note: Analytics Plus on-premise users should be on build 5240 or above to use this report bundle.
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