Executive Dashboard provides business intelligence regarding the performance of your service desk. Agents with access to Executive Dashboard can set the types of data they wish to display and observe that data, seeing it change dynamically as the Executive Dashboard is refreshed. Executive Dashboard can provide information such as:
Is my service desk keeping up with the work?
Am I resolving as many Issues as are being created?
Am I diminishing my carry-over or just adding to it?
How do I look this period compare to the same previous period?
The Executive Dashboard allows you to view trending, showing data changes over time in a single view rather than compiling different reports from those same time periods. In addition, multiple, disparate reports can be viewed at the same time in the same place. Complex searches, with a number of filtering options, can be configured as reports and viewed as graphs.
Users who only want to view the Executive Dashboard can set the Executive Dashboard as their homepage so that, when they log into FootPrints, they are immediately presented with the Executive Dashboard reports they have chosen and don't need to understand anything more about navigating FootPrints.
Some specific types of Executive Dashboard report are built in to FootPrints:
Service Level Agreement (SLA) report—SLAs may include agreements regarding "thresholds". That is, they may require a specific amount of "up time" for a customer. The SLA report allows you to specify the thresholds and see how agents are doing in maintaining them. For example, if the minimum threshold is 93% up time, the report might show a line that is green when safely above the threshold, yellow when the threshold is being approached, and red when the threshold is breached.
Resolution Rate Report—A First Contact Resolution Rate and a Resolution Rate report are combined so that you can watch the convergence of those two types of information in one place. The periods to be observed (per day, week, month, quarter, and year) are configurable.
Watchlist Report—You can watch a problem type or other field and track how many of those problems were created during a specific period (day, week, month, quarter, or year). If you use saved searches to track this type of information, the Executive Dashboard allows you to create a Watchlist that replaces those searches and see everything at a glance because multiple fields can be watched in one Watchlist.
Activity Report—A line graph tells you how many Issues were active for a specific period so that you can observe the activity at various points. For example, if you tracked activity during the month, you might see how many Issues were created on each day, how many were closed on each day, etc. This enables you to see where activity spikes for different statuses.
Statistics Report—This is similar to an Activity Report, and can show, for example, your totals and carryover for a period: how many Issues were created, closed, active etc.