Dashboard templates for service desk scorecards

Service desk scorecard - Customer experience

This dashboard is intended to give service desk teams retrospective insights on the level of service they are providing via several key metrics. In particular, rather than focusing on the internal workings of the service desk (which will be the focus of future scorecards), this scorecard focuses on the perspective of the customer and what their experience interacting with the service desk is like.

In contrast to the “Request management overview” dashboard template for Jira Service Management, issue resolution time is framed in terms of SLAs instead of the lead time on the Jira ticket. This will help to provide service desk owners with the confidence that tracking their performance via this dashboard will correspond to the metrics that are most important to the functioning of their service desk.

Controls on the dashboard

Use the following controls to configure the dashboard:

You can filter all charts on the dashboard by project, project lead, issue types to consider, and issue labels to ignore.

Quick overview

There are three headline statistics on this dashboard:

Time to resolution

The 90th percentile of the resolution time of issues completed over the selected date interval.

We recommend using this metric to set expectations with your customers, rather than using it as an internal performance measure.

This field is calculated based on the SLA fields, rather than the Jira issue cycle time. It corresponds to how the service desk owner has configured the SLA and what triggers their start and end.

SLA breaches

Percentage of SLA breaches relevant to open requests.

Since an issue may have multiple SLAs attached to it, this is a percentage of SLAs that have been breached, not the percentage of issues.

Average CSAT rating

The average of the CSAT scored received for issues resolved during the selected date interval.

Customer experience

The following charts provide more context to the headline statistics:

“Time to resolution” SLA

These charts look at the default “Time to resolution” SLA. If you have a custom SLA, you can select it from the “Dropdown” control labeled SLA name in this section.

Ongoing requests that breach the “Time to resolution” SLA

A time-ordered table of the ongoing requests that are in breach of the SLA. It allows teams to quickly find and prioritize such requests.

Met vs. breached SLA

Shows the week-on-week trend of met versus breached SLAs for requests over the selected date interval.

90th percentile of “Time to resolution” for completed SLAs

Shows the week-on-week trend of the 90th percentile “Time to resolution” (from the headline statistic) bucketed by the week the SLA began in.

The trend line of requests created per week provides more context to why resolution time may fluctuate.

“Time to first response” SLA

These charts look at the default “Time to first response” SLA. If you have a custom SLA, you can select it from the “Dropdown” control labeled SLA name in this section.

Ongoing requests that breach the time to first response SLA

A time-ordered table of the ongoing requests that are in breach of the SLA. It allows teams to quickly find and prioritize such requests.

Met vs. breached SLA

Shows the week-on-week trend of met versus breached SLAs for requests over the selected date interval.

90th percentile of time to first response for completed SLAs

Shows the week-on-week trend of the 90th percentile “Time to first response” bucketed by the week the SLA began in.

The trend line of requests created per week provides more context to why resolution time may fluctuate.

Other SLAs

A time-ordered table of the ongoing requests that are in breach of any other SLAs. It allows teams to quickly find and prioritize such requests.

Customer satisfaction trends

Average CSAT rating

Shows the total number of ratings received versus the average of those ratings for each week in the selected date range.

Service desk scorecard - Operations

This dashboard is intended to give service desk teams insights into their performance, specifically from the perspective of the internal operations of the service desk. In contrast to the “Service desk scorecard - Customer experience” dashboard template, this scorecard aims to shed light on the volume and pace of work by looking at status-derived metrics rather than SLAs.

Controls on the dashboard

Use the following controls to configure the dashboard:

Quick overview

There are three headline statistics on this dashboard:

Net flow of requests

The weekly net flow of issues is defined as the difference between resolved issues and created issues over the selected date interval divided by the number of weeks in the selected date interval. A negative number implies more issues were created than resolved.

Load per assignee

The average number issues created per week divided by the total number of assignees on the service desk who have at least one request in progress.

Currently overloaded assignees

The number of assignees whose current work-in-progress load is greater than the number of issues specified by the threshold. The default threshold is 3. You can change the threshold using the the “Text input” control labeled Requests in progress threshold for overloaded assignees.

This can be a quick indicator as to how many agents' issues may be facing delays or bottlenecks, and how many agents may be forced to perform a large amount of context switching to get through their current workload.

Request load

The following charts provide more content to how quickly agents are resolving issues. They can help to diagnose root causes of net flow and overloaded assignee issues.

Days to resolve a request

Box plots of the days to resolve a request by request type (for the five most common request types). Visualizes the distribution of the resolution times for the five most common request types, bulk of the service desk’s work.

Resolution time vs. request frequency by request type

Shows the average resolution time in days versus the request frequency of the top 200 request types. It provides insight into how effectively information is shared or reused to resolve similar requests more quickly.

Net flow of requests

The flow of issues created versus completed for each week in the selected date interval. This allows teams to see the breakdown of the “Net flow of requests” headline statistic over time.

Median time spent in the “In progress” status category

Shows the median time of issues spent in the “In progress” status category for each week during the selected date interval. It can give teams insight as to whether or not the time they’ve taken to complete their work is steady over time.

Workload management

To further help diagnose operational issues, the following charts provide breakdowns relating to the distribution of requests across agents on the service desk:

Max work in progress per person

The highest “In progress” workload that an agent had been assigned at any point in a given week.

Overloaded assignees trend

The percentage of agents within a given week who had a workload greater than or equal to the number of issues specified by the threshold at any point during that week. The default threshold is 3. You can change the threshold using the the “Text input” control labeled Requests in progress threshold for overloaded assignees next to the headline statistics.

Current distribution of work-in-progress load

A bucketed unnormalized histogram (or frequency chart) of the current work-in-progress load for agents. It can be used to give a quick view of the equitability of the current distribution of requests across the agents on the service desk.

Load per assignee

A list of the number of requests in progress for each assignee on the service desk, ordered from most to least requests.

Weekly requests created and unique assignees

Issues created and the number of unique assignees on “In progress” requests for each week during the selected date interval.

Service desk scorecard - Requests needing attention

This dashboard is intended to give teams a convenient place to look for ongoing requests that might need closer attention. This includes requests that are in breach of an SLA, as well as ones that are stuck, have been handed over multiple times, or have “bounced back” in status (for example, transitioned from “Done” to “In progress”).

Controls on the dashboard

Use the following controls to configure the dashboard:

Quick overview

There are three headline statistics on this dashboard:

Requests needing attention

Percentage of ongoing issues that have bounced back in status or been handed over at some point since their creation.

SLA breaches

Percentage of SLA breaches relevant to open requests.

Since an issue may have multiple SLAs attached to it, this is a percentage of SLAs that have been breached, not the percentage of issues.

Stuck requests

Quantity of open requests which have been in the same status for seven or more days. You can change the threshold using the “Text input” control labeled Threshold for requests stuck in status (in days).

Bounced back issues

Shows the following details for each issue that has transitioned backward in status category:

• Issue key

• Status

• Previous status

• # bounce back(s)

Handed-over issues

Shows the following details for each issue that has been assigned to a different agent than the one originally assigned to the issue:

• Issue key

• Status

• Reassignments

Stuck issues

Shows the following details for each issue that’s been stuck in the same status category for seven or more days:

• State

• Issue key

• Stuck status

• Current status

• Time in status (days)

• Summary

You can change the threshold using the “Text input” control labeled Threshold for requests stuck in status (in days).

Ongoing requests that breach a service desk SLA

Shows the following details for each open issue that breaches an SLA during the date range specified by the “Calendar” control labeled SLA start date range:

• Issue key

• SLA name

• SLA start date

• Summary