Improving Help Desk Reporting Metrics
Utilizing the client’s Excel data, a dashboard was created to manage and visualize help desk activities. The Excel data was imported into Tableau and our team implemented numerous best practice data metrics, dimensions, and aggregate key performance indicators.
The dashboard was able to drill-down from a top-level view to a specific resource. Tickets by team and by category were displayed in a bubble chart for easy issue identification. Tooltips were utilized to determine ticket age, owner, last modification, and more.
Tools Used: Tableau, Aldon Ticketing Master, Excel Spreadsheets