The analytics capabilities of InvGate Service Desk Analytics give IT support teams a better view of operational performance and potential improvement opportunities. Better access to data and information leads to better decisions and, in turn, better performance.
The analytics capabilities of InvGate Service Desk Analytics give IT support teams a better view of operational performance and potential improvement opportunities. Better access to data and information leads to better decisions and, in turn, better performance.
InvGate Service Desk Analytics Overview
Available through on-premises delivery models and SaaS, InvGate Service Desk Analytics' integrated analytics tool uses an integrated OLAP approach that delivers the data and information you need, intuitively and in real time. Multidimensional, interactive OLAP business analysis allows you to simply use drag and drop to define what you want to see and how you want to see it.
Immediate Information
Because the information is displayed immediately, you can quickly adjust or modify your report, or drill down to get more details. Extra information can be added quickly or automatic filtering performed with just one click. Plus, all visualizations are interactive, which gives you the visibility you need to drive process improvement at your service desk.
OLAP Cube
The InvGate Service Desk Analytics ticket management OLAP cube has more than 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 the operational performance of your service desk. For example, the amount of time your agents spent waiting for customer responses or the number of priority changes.
Multi-Departmental Reports
Because InvGate Service Desk Analytics supports multiple help desks and different levels of access, so does Analytics. With reporting tools available to all service desk coordinators and administrators in your area of responsibility. This provides full visibility to all stakeholders in your call center, in particular empowering each call center agent to improve their service levels.
Dashboards
InvGate Service Desk Analytics dashboards give you and your team an overview of IT operations. Fully configurable with point-and-click and drag-and-drop settings, you can easily display the KPIs and information that matter most to your business to help highlight areas of success and those that need improvement.
The benefits of InvGate Service Desk Analytics
InvGate Service Desk Analytics will help your business up its IT support game through better insight into services and operational performance. By providing access to the right information when IT support personnel need it, teams can improve the efficiency of operations and the effectiveness of service delivery thanks to:
Improved visibility and awareness
Real-time insight into IT support operations not only increases understanding of service desk performance, but also highlights quality of service. performance. Whether it's related to call center agent efficiency, meeting service level goals, or the success of knowledge management activities.
Better decision making
Access to data and information can often be a small "feast or famine" – where there is so much data that it is "data snow blindness" or there is limited access to the right information when needed. InvGate Service Desk Analytics puts important data and information in the hands of IT support personnel, at all levels, when they need it and in a way that they can make better-informed decisions about performance and improvements.
A better understanding of customer satisfaction
The deeper dive into service desk performance provides IT support staff with a better understanding of the potential gap between end-user experience and IT service delivery and its impact on satisfaction levels. Also highlighting weak areas that can be turned into quick-win opportunities to improve.
A platform for improvement
With opportunities to improve the breadth of IT services, the efficiency and effectiveness of IT support, IT governance, and end-user satisfaction. For example, having greater visibility into service desk operations can lead to improvements related to refined operational processes, the removal of highly manual tasks, or changes to SLA goals to make support more aligned with business requirements.
System Requirements:
CPU: 1.8 GHz dual core processor
RAM: 2 GB
HDD/SSD: 50 GB of free space on main drive
Operating system: Microsoft Windows 8 32-bit, Microsoft Windows 7 32-bit, and Microsoft Windows Vista 32-bit
Resolution: 1024×768
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