Service Level

Overview

For each entry, a full size bar will be displayed with their percentage proportion of green, yellow and red service level tickets. Hovering with the mouse over an entry, a little tool-tip information pops up and displays the total amount of mails in the corresponding service level areas (red/yellow/green)

The list of elements may be filtered by the following options:

• Tenant
• Categories
• Channel
• Cause
• Location

After changing these filters, please press the Load charts button to apply the filter changes.

The grouping of the bars can be switched by selecting the corresponding tabs:

• Super category
• Category
• Tenants
  

Live

Current Service Level

Initially, all open issues are displayed in a donut graphic, split into different colors for each service level area (red/yellow/green). Hovering with the mouse over a specific colored area, a little tool-tip information pops up and displays the total amount of open issues in the corresponding service level area (red/yellow/green).

Drilldown:

A click on an area shows the contained entries in a list.

The issues displayed in the donut may be filtered by the following options:

• Tenant
• Categories
• Channel
• Cause
• Location

After changing these filters, please press the Load charts button to apply the filter changes.

The service level can be displayed in two different ways:

• Status (pie chart with areas for red/yellow/green) -see above
• Age (vertical bars for usual service levels (<=1h, <=8h, <=24h, >96h) – see below

Historical

The historical service level chart displays the status of the open issues in their service level area (red/yellow/green) for a selectable time frame as stacked lines:

The specific areas may be hidden/reactivated through clicking on the legend on the right hand side. Hovering with the mouse over these areas opens a tool-tip displaying the contained count of issues in the different service level areas.

The issues displayed in the graphic may be filtered by the following options:

• Timeframe (maximum is one month)
• Tenant
• Categories
• Channel
• Cause
• Location

After changing these filters, please press the Load charts button to apply the filter changes.

The service level can be displayed in two different ways:

• Status (stacked lines with areas for red/yellow/green) -see above
• Age (stacked lines for usual service levels like (<=1h, <=8h, <=24h, >96h)) – see below