Service Desk BI
Visualisations that bring your service desk application to life

Make Smarter Data Driven Decisions

Business Intelligence solution for your service desk

Service desk applications allow organisations to run their customer services teams and internal support operations efficiently and effectively. These software applications automate and control ticket management so that customer service or support agents can manage the day to day activity of their service desk however, their out of the box reporting can sometimes lack the clarity organisations need to make smarter data driven decisions.

At Hikari we have created a business intelligence solution for your service desk which provides a single unified reporting platform through which team members can access specific information on the full incident life cycle with smart and easy to use navigation.

Built on Microsoft Power BI and integrating with your service desk software it enables employees at all levels to make data-driven decisions with dynamic and interactive data visualisations.

Service Desk BI

Track Efficiencies and Spend Less Time on Tedious Manual Reporting

Service Desk BI gives you access to real-time, on demand information while allowing you to create compelling visuals and reports to increase productivity and remove the need for repetitive tasks.

Monitor and Measure Performance

Combine your phone and service desk data to track, measure and monitor service desk activities. By visualising important KPIs across multiple systems and departments it can assist help desk agents by providing them with one view of their key metrics. Management and team members can take the right decisions to keep organisation running smoothly while at peak performance.

Sample Dashboards

Ticket Management

Service Desk Metrics

Thoroughly understand your service desk with a single dashboard covering all your ticket metrics. Ticket status by month, quarter, year. Total number of tickets logged, service requests and incidents by priority.

Services Request

Critical metrics

Analyse number of service requests by location, type, client, agent. Slice and dice your data by month, quarter, year.

First Response SLA

Monitor Performance

Monitor and manage performance, see average response times, percentage of calls within and outside of SLA, a detailed view of the priority and status of each ticket.

Avg Speed Answer

Call Analysis

Analyse agents average speed of answer, average call length and percentage of calls answered each day, week, month, year.

Abandon Rate

Track your call abandon rates

Improve call efficiency and track your call abandon rates, percentage of abandoned calls outside of SLA, total calls, volumes by month, quarter, year.

View dashboard

Take Your Data Further

Improve efficiency

Monitor Performance 

  • Ticket Analysis:
  • Open, closed, scheduled tickets by month/quarter/year
  • Service requests by priority/month/quarter/year
  • Analyse and drill through to ticket details
  • Call status metrics 

Display key performance indicators

Measure Performance 

  • Service Requests and Incidents:
  • Volume of tickets logged by individual agents
  • Top 10 clients and locations
  • See ticket stats for highest / lowest performers
  • Analyse incidents/service request by type – week /month/ year

Combine Multiple Data Sources

Data Analysis 

  • Phone and Service Desk Data:
  • % of tickets within SLA by week/month/year
  • Number of tickets within and outside SLA
  • Avg speed of answer / % of calls answered – month/qtr/year
  • Abandoned calls / Avg call length / % outside SLA

Contact us for your free demonstration

Service Desk BI

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