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Giva Help Desk & Customer Service Metrics and Business Analytics Key Performance Indicators (KPI)

Giva develops world class IT help desk application software and customer service software. In fact, Giva is an industry leader. Some of the chief concerns we hear from professionals just like you is your frustration with obtaining constant visibility to critical issues, little or no business analytics let alone real-time reports. Sound familiar?

Giva solves this problem. Our Dashboard allows constant visibility to hot spots and highlights critical issues with real-time metrics and business analytics. It even helps you track team performance!

All Quickviews & My Quickviews

This tab contains various real-time metrics and business analytics that Analysts, Supervisors and Executives can use for constant visibility to critical issues and monitor overall service desk activity. For Supervisors and Executives, there are 7 All Quickview graphical charts for Key Performance Indicators (KPIs).

All Quickviews & My Quickviews

All Open SLA Warning

This bar chart provides visual and color warnings that are simple and easy to understand. If you mouse over any chart, then summary information is displayed.

My Charts > All Open SLA Warning

All First Contact Resolutions — Today

This pie chart displays first contact resolution metrics and percentages for all tickets opened today. The pie chart provides visual and color elements that are simple and easy to understood. If you click on the chart you can drill down and see more detailed data. You can drill down to ticket level detail to get fast access to any of the information used to calculate this chart.

All First Contact Resolutions — Today

All Unassigned — SLA Warning

This bar chart displays tickets that are opened and unassigned. It is important to obtain quick visibility to tickets before the SLA is breached.

All First Contact Resolutions — Today

My Created > Assignments, Severity Level Ticket Status

These pie charts allow analysts to obtain a quick summary of the tickets they created. They can track assignments and make sure that tickets they created and assigned to others are being resolved and closed.

My Created > Assignments, Severity Level Ticket Status

All Open > By Severity Level and SLA Warming

These charts provide Supervisors, Managers and Directors with constant visibility to hot spots and highlight potentially critical issues before tickets exceed the Service Level Agreement.

All Open > By Severity Level and SLA Warming

My Created SLA Warning

This bar chart provides analysts visibility to monitor Service Level Agreement warnings by severity level on tickets that they created. By monitoring these charts, they can keep track of tickets assigned to others and make sure that there is appropriate follow-up.

My Created SLA Warning

All Ticket Status

This chart allows supervisors, managers and directors visibility to the status of all tickets as well as how many were closed today.

All Ticket Status

Ticket Count By Creator

This chart displays a number of key statistics about the productivity of analysts today. If you click on any row you can drill down and see more detailed data. You can drill down to ticket level detail to get fast access to any of the information used to calculate this chart.

Ticket Count By Creator

Top 10 Nature of Requests — Today

This chart displays the Top 10 Ticket categories/subjects of tickets created today along with key statistics.

Top 10 Nature of Requests — Today

View Tickets

If you touch your mouse anywhere on the charts, you will see more data. If you click on the chart, then you can drill down and view more data. You can click on a ticket number to view ticket level detail. There is a menu to select the drill down columns that you want when you drill down. Administrators can default this Home Page chart to a specific chart that they want their analysts to see every time that they come back to the Home Page.

View Tickets

My QuickViews

If you click your mouse on the left side of the menu, then a drop down menu with All Quickviews and My Quickviews is displayed. There are 7 "All Quickviews" graphical charts that provide views to Key Performance Metrics (KPIs) that you may want to monitor. This is mostly for Supervisors, Managers and Directors. There are also 5 "My Quickviews" graphical charts. This is mostly for Analysts and Supervisors using the system.

My QuickViews

Toolbar Icon

You can set the current chart as the default chart by clicking on the Toolbar icon and selecting, "Save Current Chart as Default". Each time that you come back to the Home Page the same chart will automatically be refreshed. You can look at other charts while on the Home Page.

Toolbar Icon

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Dynamic Charting

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