DASHBOARDS AND REPORTING
Gain real-time insights into service desk performance, customer satisfaction, and your service team’s efficiency. Generate meaningful reports and dashboards based on your ticket, process, and CMDB data – all without needing programming skills.
The customizable dashboard serves as the central overview page for your service agents. With the dashboard, service staff and the responsible service desk manager stay informed about key trends, escalated tickets, upcoming activities, and metrics to manage the performance of the service team and service desks.
Using individually configurable widgets, you can tailor the dashboard to the team’s needs with ticket lists, calendar views & events, report statistics, and news. Each widget can be easily moved within the dashboard using drag & drop.
Filter the results to see all tickets you have access to, those you have locked, or those in your queues. Need more widgets? Contact us.
Display the locations of your branches, data centers, or offices on a map to support your team or field service. Optionally, you can also represent the location and linkage of assets (Configuration Items (CIs) within the map, making connections between your resources visible at a glance and color-coding the status of individual objects.
You can optionally make the map available as a dashboard widget or as a dedicated map on a separate page, for example, to display it in a situation center on a separate monitor and provide an overview of the status of managed systems at a glance.
The advantage of OpenStreetMap over Google Maps: You don’t have privacy issues.
Generate evaluations for individual metrics, combine them into meaningful reports, or display tabular or graphical analyses as widgets on the dashboard. All settings are configurable; no programming knowledge is required.
Send your reports as PDF documents to a list of recipients via email at pre-defined time intervals.
Ensure customer satisfaction by directly asking your customers. With OTOBO, you can create new surveys or edit existing ones, and activate them to be sent to customers after closing tickets.
The evaluation can be presented in aggregated form, while also allowing you to view detailed responses.
SCALABLE PLATFORM
With selected Service Desk Analytics, you keep real-time track of all essential trends and metrics, the performance of the ITSM team, and the entire IT service desk. You meet your SLAs – employees and customers are satisfied.
Optimize customer support planning based on transparent real-time reports. Gain clarity on which areas are causing ticket congestion, how self-service is performing, and whether your service agents’ response times meet SLA agreements.
Keep an eye not only on your own Service Level Agreements (SLAs) but also on the Operational Level Agreements (OLAs) with internal teams and Underpinning Contracts (UCs) with external service providers. And all in real-time for the entire organization, centrally orchestrated in a unified platform.
SERVICE EXCELLENCE