Service Desk Resolution Reports

To allow organizations to track more KPIs on their dashboards, two more reports have been made available in the ‘Reports’ section of the Analytics console.  These two new reports look for requests that have been completed by the service desk team and are called:

• Service Desk Resolutions
• Service Desk Resolutions by Member

The report ‘Service Desk Resolutions’ tracks the number of requests that were completed by a member of the service desk team.  This number is determined by looking up the request that have been completed in the Xurrent account in which the report is opened and in which the Team field is set to the service desk team that is selected in the first line support agreement (FLSA) that covers this account.

The difference between the ‘Service Desk Resolutions’ report and the report ‘Service Desk Only Resolutions‘ that already existed is that the latter excludes any request that was worked on by at least one other team of the Xurrent account which service desk team later completed the request.

The ‘Service Desk Resolutions by Member’ report simply presents the number of requests completed by a member of the service desk team (i.e. the team selected in the Service desk team field of the FLSA that covers the Xurrent account in which the report is opened).

Because the ‘Service Desk Resolutions by Member’ report can be used to track the performance of individual service desk analysts, it is disabled by default.  This ensures that the addition of this report does not cause any organization to violate its internal policies or local regulations when it is not allowed to run such reports.