KPI: This stands for Key Performance Indicator, and is a measurable and comparable insight into your performance. The KPI Monitor allows you to measure against many different potential KPIs.
SLA: This stands for Service Level Agreement and is traditionally a formal agreement between you and your customers to respond to and/or resolve their Tickets within an agreed time period. Your SLAs can be configured within SupportDesk.
Using the KPI Monitor
The KPI Monitor can be launched from the menu and has a unique URL. Click the icon seen below to launch the KPI Monitor:The Monitor has the option to Refresh, and Auto Refresh. When first launched, you can decide whether you want the data to automatically refresh or not by selecting or deselecting the Auto tick box.
The Monitor can be processed using various drop-downs at the top left of the screen.The first drop-down lists available categories on the ticket screen, such as Assignee, Type, Status, Priority etc. The KPI statistics displayed can be generated just by making a selection from this drop-down.The second drop-down also lists the available categories on the ticket screen. It allows you to select a second level of categorisation, so for example, you could display data for ticket Type, and then selecting Assignee in the second drop-down will then display the Assignees are managing tickets of each particular Type.The third drop-down will then list the category selections available for whatever is selected in the first drop-down. So, in this example, it will list the Types. This means that the data can be processed by Type, by Assignee, and then reports can be generated for each individual Type.The drop-downs underneath then enable you to select what is displayed based upon ticket milestone, and date range.
You can then choose the Table you wish the data to be generated for, and the Folder.
The data displayed will then be generated based upon your selections, and if Auto is ticked, will automatically refresh every minute. The columns list various KPIs, such as total number of tickets for each category, how many are still outstanding, and whether SLA targets have been met.
The KPI Monitor will then generate Reports based upon the selections made. All KPI reports can be incorporated onto Dashboards.