1. New Tickets by Group and Month
9/2014 10/2014 11/2014 12/2014 1/2015 2/2015
Month/Year (Ticket Created)
1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services
US Support
# Tickets
0
170
340
510
680
850
700700
816816
612612 583583
726726
418418
733
New ­ Last 30 Days
746
Solved ­ Last 30 Days
102 %
% Solved Last 30 Days
130
Satisfied ­ Last 30 Days
9
Unsatisfied ­ Last 30 Days
Solved Tickets by Group and Month
Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015
Month/Year (Ticket Solved)
1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech Services
US Support
# Solved Tickets
0
150
300
450
600
750 713713
666666 661661
555555
720720
384384
Closure Type Last 30 Days...
Closure Type [list] # Solved Tickets
No Customer Response
Product Bug
Training/Advice
Customer Resolved
Customer System Environment
Small Change Completed
Release Request Completed
License Request
Enhancement Request
172
109
99
80
47
42
25
13
11
Investigation Status...
Investigation Status [list] # Tickets
With Support
In Product Development
Awaiting Bug Verification
Referred to Engineering Support
Referred to Implementation Support
Referred to Design Support
Referred to Bespoke Support
With Sales
491
368
67
18
10
2
1
1
Operations Meeting KPI's
KPI's 02/19/2015
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2. Ticket Flow By Group, Last Week
Ticket Group Created Last Week Solved Last Week% Solved Backlog Impact Backlog
1st Line Support
2nd Line Support
3rd Line Support
Engineering Support
Sales
Tech Services
US Support
95
32
23
1
2
82
38
42
1
1
86%
119%
183%
100%
50%
+ 13
­6
­19
­
+ 1
330
358
257
8
1
1
7
Top 10 Active Customers ­ Last 30 Days
Axis Europe
Geodis Wilson
Lookers Plc
Paradigm Housing Group Ltd
Yorkshire Building Society
Genius Gluten Free
March of Dimes
Whitestuff Group Limited
JewishCare
Coast and Country Housing Limited
Havens Hospices
Nucleus Global
Royal College of Nursing
Organization Name
# Tickets
0
8
16
24 2323
2222
1616
1515 1515
1414 1414 1414
1212
1111 1111 1111 1111
Tickets logged by Location
aa_aus_nz aa_europe aa_uk
aa_us_canada
2%2%
3%3%86%86%
9%9%
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