QoS-IT dashboard is designed to give the executive a broad overview of how well things are running and services are provided to customers by consolidating data collected in real time from all aspects of the case resolution process, displayed in graphical form with drill down capability to detailed information. QoS-IT executive dashboard presents data either as real time snapshot of the current business processes or as a trends based on historical data. QoS-IT dashboard provides handy information on the following business activities:

• Case – The status of each case with drill down to the case level for additional information regarding jobs and customer details
   
• Case trend – Number of cases logged today in comparison to the average number of cases logged daily in previous period of times.
   
• Case Profit – The profit from resolved cases today or in date range with drill down to case level
   
• SLA Contract Profit - The profit from SLA Contracts for Maintenance / Retainer Fee with drill down to SLA Contract Line
   
• Case origin – An analysis of how many cases originating from Emails, self-serve portal, alerts, maintenance programs or manually entered over the phone
   
• Case Subject – An analysis of the type of cases logged categorized by subjects
   
• Job Duration – Statistical information on the average time and spread of records for the time spent by CSR on each job type, presented as a histogram
   
• Job Backlog – Statistical information to estimate future workload
   
• Resources Efficiency – For each CSR, the percentage of time spent on providing IT services in single working day. Drill down to the CSR timesheet for a day or date range.
   
• Customer’s Cases – The top served customers (customers with the most logged cases) in set period of times.
   
• Customer Satisfaction – Statistical information on the response received from customers on the Customer Satisfaction survey Emailed to customer on case close
   
• WEB Portal – Statistical information on how many customers visit and usage of web portal

Explore QoS-IT Components:

	Service Level Agreement		Dashboard and Reports		Case (Incident)
	Service Calendar		Self-Serve Portal		Job Control Panel