This documentation supports the 20.19.02 version of Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.01

Assessing your organization performance against benchmarks


Remedyforce Benchmarking - BETA lets you view the key performance indicators (KPIs) for Incident Management for your organization against global benchmarks derived from all Remedyforce customers. You can avail this feature only on your production organization that has an active Remedyforce package license. Along with KPIs, factors that might affect the KPIs are also calculated and are shown as insights. You can analyze the trend of KPIs and insights over a period of time and get guidance on improving your organization's KPIs.

Note

The benchmarking analysis is based on mathematical calculations of your organization performance on certain KPIs with respect to benchmarks that are obtained by aggregating Remedyforce customers’ data. It is strongly recommended to use insights for review and analysis but not be limited to it for taking up any corrective actions for improvements or changing the way your organization is functioning.

For more information about KPIs, see the following sections:

Prerequisites

  • Utility Processor must be started under Remedyforce Administration > Application Settings > General Application Settings.
  • Utility Processor scheduled job must be running in the context of an active administrator. You can verify the context user from Setup > Jobs > Scheduled Jobs.
  • Access level under Setup > Email Administration > Deliverability is set to All email.
  • To calculate MTTR, field history tracking must be enabled on the Status field for the Incident object.
  • If your organization uses Platform Encryption, verify that the fields used for KPI calculation are not encrypted. For more details about encrypted fields, refer the Considerations section.

Viewing KPIs and benchmarks

The following KPI graphs are shown for Incident Management:

  • Mean Time to Resolve (MTTR)
  • First Call Resolution % 

  • SLA Achievement %

The KPI graphs show data for 12 months starting from June 2018. Data before June 2018 is not available for benchmarking. 

Based on the insight being analysed, a preferred value for it can be greater or lesser than the benchmark.  For example, for Knowledge Articles or Response Target Achievement % insights, a value higher or equal to benchmark is a preferable value, hence it is displayed in green. Whereas, for Mean Response Time or Categories insights, a value higher or equal to benchmark is not a preferable value, hence it is displayed in red.

The following image shows the KPI graphs for Incident Management.

AnnotationDescription
1

The Benchmark with organisation similar to option lets you view insights in comparison with similar organisations based on your industry type or Remedyforce license count. When this option is not selected, you will see the insights in comparison with all Remedyforce customers.

2

Red insight value indicates that the insight has not yet reached the benchmark. For example, a red insight value for Mean Assignments implies that incidents are getting closed after more number of reassignments leading to delay in incident closure.

3Green insight value indicates that the insight has matched or is better than the benchmark. For example, a green insight value for Mean Assignments implies that incidents are getting closed in lesser number of reassignments.
4Click a KPI graph node to view insights and know more about that KPI.
5Incident Volume indicates the total number of incidents opened in that month.
6Blue line indicates your production organization KPI performance.
7

Orange line indicates the global benchmarks which are aggregated KPIs derived from all customers.

Note

Some labels on the benchmarking interface are not localized and you might see only English strings for them.

To view KPIs and benchmarks

  1. Click Remedyforce Administration > Create Dashboards and Reports > Remedyforce Benchmarking (BETA).

  2. To view insights for a specific month for any KPI, click the node for that specific month.

  3. To view a comparative value of your organization and the benchmark for any KPI, perform a mouse hover on the required node.
  4. To view insights in comparison with similar organisations based on your industry type or your Remedyforce license count, enable the Benchmark with organisation similar to option and select from the values My Industry or My Remedyforce License Count.

    Notes

    • To view insights in comparison with all Remedyforce customers (Global benchmark), you need to disable the Benchmark with organisation similar to option.
    • After you save your selections, when you reopen Remedyforce Benchmarking, you will see the previous selections.

Incident Management KPIs

You can view the following KPIs along with their insights:

    Mean Time to Resolve (MTTR)

    Mean time to Resolve (MTTR) is the average time to resolve incidents that have been closed in the last month. It is calculated as follows:

    MTTR (in business days) = ∑(Resolution time)

                                                    No of incidents

    Where,

    Parameter Description
    Resolution time

    Resolution time is the difference between Opened Date and resolved datetime calculated in business days using the organization's default business hours. Note that the resolved datetime is the date/time when the status of ticket was changed to resolved state.

    The following statuses are considered by default as resolution status:

    • Resolved
    • Completed
    • Fixed
    • Solved
    • Resuelta (means resolved in Spanish)
    • Repaired

    In case, none of the resolution statuses match in the incident history, statuses defined for closed state and applicable for incidents are considered for calculating resolution time. For more information about defining statuses, see Customizing MTTR.

    For example,

    • If your organization uses FIXED status as resolution status, then the resolution time is calculated as the difference between Opened Date and the datetime when incident status was changed to FIXED.
    • If your organization does not use any of default resolution statuses, then the resolution time is calculated as the difference between Opened Date and the datetime when incident status was changed to CLOSED or any other status corresponding to the closed state.
    • If you have customized the status used for calculation by updating the custom setting with value such as FIXED, ACHIEVED, SOLVED, then the resolution time is calculated as the difference between Opened Date and the datetime when incident status was changed to any of the defined custom statuses.
    No of incidents Count of incidents that are closed in the last month.

    Customizing resolution status for MTTR

    If you are not using any of the predefined statuses, you can define the resolution statuses that should be used for KPI calculation. You can create a custom setting, IncidentResolutionStatus, in Remedyforce Settings to add the required statuses. Each status value must be semicolon separated as shown in the following example. The customization will not affect the KPI values calculated for the earlier months. The new value specified will be effective for processing from the next month.

    Auflösung;Achieved;Done;

    For more information about creating and managing custom settings, see Managing custom settings.

    KPI processing will either refer the default resolution status or customized values. In case of customization, ensure that you update all the resolution statuses in the custom setting.

    Insights for MTTR

    The following insights are shown for Mean Time to Resolve (MTTR).

    Insight Description
    Mean Assignments

    Average of number of times the incident was reassigned to a different staff or a queue.

    Queues Number of queues for the Incident object.
    Knowledge Articles Number of published knowledge articles.
    Categories Number of active categories.
    Records from Self Service % Percentage of records created from Self Service.
    Records from Chat % Percentage of records created from Remedyforce Chat.

    First Call Resolution %

    First call resolution % (FCR) is the percentage of incoming calls that are resolved without a callback or without having the caller call back the Helpdesk for case resolution. It is calculated as follows:

    First Call Resolution % =    A    +    B     

                                             Total incidents

    Where,

    Parameter Description
    A Count of incidents closed in the last month that have the First Call Resolution check box as selected. The First Call Resolution check box is auto-checked when the incident is closed at the time of creation.
    B Count of incidents closed in the last month that meet the following conditions:
    • Do not have the First Call Resolution check box as selected.
    • The difference of Closed Date and Opened Date is less than or equal to 10 minutes. The difference between Closed Date and Opened Date is calculated in minutes using the organization's default business hours. You can also define this time difference as per your requirement. For more information about defining this time difference, see Customizing First Call Resolution %.
    • Reassigned count is <=2.
    Total incidents Count of incidents that are closed in the last month.

    Customizing duration for First Call Resolution %

    You can customize what time difference between Closed Date and Opened Date should be taken into account for calculating KPI for FCR. You can create a custom setting, IncidentFCRDuration, in Remedyforce Settings and assign the time in minutes to this setting. For example, if you want to set the time as 2 hours, you should assign the value 120 to the setting IncidentFCRDuration. The customization will not affect the KPI values calculated for earlier months. The new value specified in the setting will be effective for processing from the next month.

    For more information about creating and managing custom settings, see Managing custom settings.

    Insights for First Call Resolution %

    The following insights are shown for First Call Resolution %.

    Insight Description
    Mean Assignments Average of number of times the incident was reassigned to a different staff or a queue.
    Queues Number of queues for the Incident object.
    Knowledge Articles Number of published knowledge articles.
    Categories Number of active categories.

    SLA Achievement %

    SLA Achievement % is the percentage of targets met from all targets of type Resolution applied to incidents closed in the last month. It is calculated as follows:

    SLA Achievement % = Met SLT count * 100

                                              Total SLT count

    Where,

    Parameter Description
    Met SLT count Count of all targets of type Resolution applied to incidents closed in the last month with status as Met.
    Total SLT count Count of all targets of type Resolution applied to incidents closed in the last month.

    Insights for SLA Achievement %

    The following insights are shown for SLA Achievement %.

    Insight Description
    Mean Response Time (business hours) Average of response times for all incidents closed in the last month.
    Response Target Achievement % The % of targets met from all targets of type Response applied to incidents closed in the last month.

    Considerations

    • The Incident Management KPIs for a given month are calculated on the first day of subsequent month.
    • Data for the last 12 months is displayed in the graphs.
    • If you have enabled encryption on the following fields that are used in the KPI calculation, then some of the KPIs might not be available to you:
      • Closed Date
      • Responded Date
      • Opened Date
      • Reassigned Count
      • First Call Resolution
      • Is Service Request
    • All KPIs are calculated only considering the incidents that are closed in the last month by using the field Is Service Request. Service requests are ignored from KPI calculations.
    • Only the first resolution time is considered for the Mean time to Resolve (MTTR) KPI even in case of reopened incidents.

    Frequently asked questions

     Can we customize the conditions used in calculation of KPI to suit my organization's processes?

    You can customize the status considered for Resolution in calculation of Mean Time to Resolve and the time duration to be considered for First Call Resolution. For more details, click Mean Time to Resolve (MTTR) and First Call Resolution %.

     What are the steps to enable or configure this feature?

    You do not require any steps to configure this feature. Data for few months of global benchmarks and your organization KPIs might be available to you under the following conditions:

    • If you are upgrading from a previous release.
    • Your organization configurations meet the criteria mentioned in pre-requisites section.

    Otherwise, you might have to wait for one or two months for the KPI data to be available in the graphs. 

     Does the KPI or insight calculation consider business hours, weekends, and holidays?

    For KPI or insights that are calculated in business hours or business days, the processing uses the default business hours configured for your organization. Hence, the calculation will consider the start and end times for the days specified and holidays configured (if any) in the default business hours. 

     Is it possible to view current month's KPI data for my organization?

    No, the KPI data for the current month is calculated and processed at the beginning of the following month through a scheduled job.

     Can I see data before June 2018 for benchmarking?

    No, data before June 2018 is not available for benchmarking.

     I can view benchmarking data (orange line) from June 2018, but my organization data is plotted from a later month. What does this mean?

    You can view the data of your organization only from the later month for any of the following reasons:

    • You might not have any closed incident records for the month of June.
    • You do not have any incident records in your organization.
    • You might have upgraded to Winter 18 Patch 3 in the month of December or later than that.
     Are the KPI and benchmarking calculations done on a weekly or on a monthly basis?

    The KPI and benchmarking calculations are done on a monthly basis.

     Why cannot I see my organization data at all, but only the benchmarking data (orange line) for all the graphs?

    You will not see your organization data in case your organization is not using the incident records at all.


     Why cannot I see the current month’s data for one of the KPI graphs?

    You might not have appropriate records for that month for KPI calculations.

     If I am doing better than the benchmarks for a KPI, does it mean I have to do something to get closer to benchmarks?

    Having values better than the benchmark values implies a better performance of your Incident Management module. You might like to take actions only to enhance them further.

     Who has access to my organization's KPI performance data?

    Administrators in your organization have access to Remedyforce Benchmarking - BETA tile to view KPIs for your organization along with benchmarks. Benchmarks are aggregated data of all organizations that use Remedyforce. They do not include any company information, nor do they capture any personally identifiable information from your organization.

    Related topic

    Troubleshooting issues related to Remedyforce Benchmarking

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