Assessing your organization performance against benchmarks
Remedyforce Benchmarking 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.
For more information about KPIs, see the following sections:
About Incident Management KPIs
Additional information
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.
Annotation | Description |
|---|---|
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. |
3 | Green 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. |
4 | Click a KPI graph node to view insights and know more about that KPI. |
5 | Incident Volume indicates the total number of incidents opened in that month. |
6 | Blue line indicates your production organization KPI performance. |
7 | Orange line indicates the global benchmarks which are aggregated KPIs derived from all customers. |
To view KPIs and benchmarks
- Click Remedyforce Administration > Create Dashboards and Reports > Remedyforce Benchmarking
- To view insights for a specific month for any KPI, click the node for that specific month.
- To view a comparative value of your organization and the benchmark for any KPI, perform a mouse hover on the required node.
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.
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:
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,
|
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.
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:
|
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.