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InvGate Service Desk Analytics

InvGate Service Desk’s analytics capabilities offer IT support teams greater insight into their operational performance and potential improvement opportunities. Better access to data and information drives better decisions and, in turn, better performance.

Immediate Information

Immediate Information

Because information is displayed immediately, you can quickly adjust or modify your report, or drill down to get further details. Extra information can be quickly added, or automatic filtering performed, with just a click. Plus, all visualizations are interactive, which gives you the visibility you need to drive process improvement in your service desk.

OLAP Cube

OLAP Cube

InvGate Service Desk ticket management OLAP cube has over 150 built-in metrics. In addition to providing insight into common areas such as ticket counts and SLA compliance rates, InvGate Service Desk Analytics can also provide visibility into your service desk’s operational performance. For example, the amount of time your agents spent waiting for customer replies or the number of priority changes.

Multi-Departmental Reporting

Multi-Departmental Reporting

Because InvGate Service Desk supports multiple help desks and differing access levels, Analytics does too. With reporting tools available to all service desk coordinators and administrators for their area of responsibility. This provides full visibility for all the stakeholders in you service desk, in particular empowering each service desk agent to improve their service levels.

Dashboards

Dashboards

InvGate Service Desk Dashboards provide you and your team with at-a-glance insight into your IT operations. Fully configurable with point and click, and drag and drop configurations, you can easily display the KPIs and information that is most important to your business to help highlight areas of success and those in need of improvement.

Improved visibility and awareness

Improved visibility and awareness

Real-time insight into IT support operations not only increases the understanding of how the service desk is performing, it also shines a light on service quality. performance. Whether this is related to service desk agent efficiency, the meeting of service level targets, or the success of knowledge management activities.

Better decision making

Better decision making

Access to data and information can often be a little “feast or famine” – where there’s either so much data it’s “data snow blindness” or there’s limited access to the right information when needed. InvGate Service Desk Analytics puts important data and information into the hands of IT support personnel, at all levels, when they need it and in a way in which they can make better informed decisions about performance and improvements.

A better understanding of customer satisfaction

A better understanding of customer satisfaction

Diving deeper into service desk performance provides IT support staff with a better understanding of the potential gap between end user experience and IT’s service delivery and its impact on satisfaction levels. Also highlighting weak areas that can be flipped into quick-win opportunities to improve.

A platform for improvement

A platform for improvement

With the opportunities to improve spanning across IT services, IT support efficiency and effectiveness, IT governance, and end-user satisfaction. For instance, having greater visibility into service desk operations might lead to improvements related to refined operational processes, the removal of highly manual tasks, or changes to SLA targets to make support more aligned with business requirements.