Datasheet

1. DATASHEET
How well is your IS department handling
its call load? How quickly do they answer
calls and resolve issues? Are they meeting
their service level agreements and
customer satisfaction goals? With the
KnowledgeEdge™ IS Support Center
dashboard, you can assess your IS
department’s operational performance
at a glance.
The IS Support Center dashboard charts
key IS-related metrics over time, so you
can monitor everything from call volume
and call abandonment rate to service
level agreement compliance and customer
satisfaction. And because the data is
updated in real time, you can spot
emerging issues and address them
proactively, before they take a toll on
the business. For example, you can
see whether average resolution time
is improving over time, or assess your
SLA compliance, as shown below.
Dashboard Value
The IS Support Center dashboard
graphs all the key indicators about
your IS department’s performance,
including:
• Call volume
• Call abandonment rate
• Average time to answer call
• Average case resolution time
• Incident backlogs
• Average account creation time
• Data load success rate
• Service level agreement
compliance
• Change management statistics
• Customer satisfaction
IS SUPPORT CENTER DASHBOARD
View of the volume tab in the IS Support Center dashboard
Each metric includes drill-
down reporting that uncovers
the underlying drivers of that
metric. For instance, from the Total
Cases Escalated chart, you can drill
down to the category of cases,
and then to case detail.
Health Care DataWorks, Inc., a leading provider of business intelligence solutions, empowers healthcare organizations to improve their quality of care and reduce
costs. Through its pioneering KnowledgeEdge™ product suite, including its enterprise data model, analytic dashboards, applications, and reports, HCD delivers
an Enterprise Data Warehouse necessary for hospitals and health systems to effectively and efficiently gain deeper insights into their operations.
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