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I12 - Number of Calls Handled per Analyst per Hour

This report shows, for a specified company and assigned group, the average number of incidents handled by each analyst per hour through the phone channel. The data is averaged over a specified time period.

The Details tab shows additional information, such as incident ID, summary, impact, reported date, status, and assigned group.

Usage

This report can be used by operational managers and executives to track analyst effectiveness. It can also be used to evaluate the automation of the functions of the incident management process.

Report assumptions

  • Calls that are incidents with a reporting source of telephone are selected.
  • The average number of calls handled for a given reporting period is determined.

 

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BMC Analytics for BSM 7.6.06