Giva Blog Categories : Outsourced IT Help Desk

Ticket Distribution By Assignee Report

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This report will help you determine the workload across all your agents whether they are Level 1, 2 or 3.

 

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Processing Workload Report

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This report will help you understand the timing and volume of calls so that you can properly plan to have the right amount of resources available.

In this report, you can also see how many different kinds of submit methods (Phone, Email, Web, etc.) are used for any date range and the time of day selected. You can also see the length of time it takes to process and resolve calls. This is a valuable report because the workload of the customer service organization is not adequately represented via your ACD reports since the time to process and resolve calls is not captured.

 

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Why Calling IT Service Desk? Category Trends Report

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This report provides a more detailed picture of category usage. The trend line may give you insight into problems that need further investigation.

For optimal use, you can select a single category for detailed analysis and run the report for a year with all categories.

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Who Calling IT Help Desk Most Frequently Report

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This help you understand what customers are calling about.

It is inefficient to have service request categories that are not used. First, it slows down the processing of new service requests. Second, it leads to improper categorization. This help desk report displays a list of all categories with the frequency of use. At least once a quarter this report should be run to view the category use distribution. You can then disable categories used infrequently. Frequently used categories can be used in conjunction with a Root Cause report for performance improvement initiatives.

This report helps you pinpoint potential problems. For example, you might want to select a location or region and want to see the service request volume from the top twenty-five customers. This would allow your service department at that location to review all the cases from the most frequently calling customers and create a strategy for reducing the number of contacts. By running this report on a regular basis, you can obtain the information and apply it to an on-going improvement program.

 

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First Contact Resolution & Knowledge Articles Report

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This report allows you to determine if, as you add knowledge base records, there is an increase in the First Contact Resolution. There should be a strong link, if you knowledge articles are valuable.

 

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Cloud Customer Service Knowledge Base Search String Report

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This report will also show you the search strings that were used in searches so you can make sure that your database of knowledge articles is meeting the need of searches.

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IT Help Desk Knowledge Article Statistics Report

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This report will help you understand the flow of knowledge articles and who is the most productive in your organization.

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Cloud Customer Service Knowledge Base Usage Report

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This is specifically for each knowledge article. There is also a report to tell you when articles were created, last modified and last used.

 

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IT Help Desk Knowledge Article Rating & Values

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This report will tell you which knowledge article categories are most helpful and highly rated. This will help you monitor and keep the knowledge base relevant to user/customer needs.

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Customer Service Knowledgebase Article Value Report

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This report is the holy grail to obtain the appropriate KPIs/metrics for an incentive program to reward people for submitting high quality knowledge on an ongoing basis. It is easy to run and very objective.

When an article is used, the problem solving score is incremented by 1. This happens when the article is copied to a resolution in a ticket or emailed to a customer.

Articles are rated by agents as they are using the articles and by customers as they are using the self help portal.

Problem Solving Score- Knowledge Base Record

When a knowledge base record is used, a "Problem Solving Score" is incremented. The search engine utilizes these ratings to prioritize subsequent knowledge base search results. Reports use the "Problem Solving Score" to indicate which knowledge base records have the highest value and which may need improvement.

User Rating Score-Knowledge Base Record

An Agent can rate knowledge base records each time they are used. The search engine utilizes these user ratings to improve subsequent knowledge base search results. Reports use knowledge base record ratings to indicate which records have the highest value and which may need improvement.  

A knowledge base system should learn and get "smarter" over time.

 

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Client Success

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  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
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  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
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  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms