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New Tickets by Group and Month
92014 102014 112014 122014 12015 22015MonthYear (Ticket Created)
1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech ServicesUS Support
Tickets
0
170
340
510
680
850700700
816816
612612 583583
726726
418418
733New shy Last 30 Days
746Solved shy Last 30 Days
102 Solved Last 30 Days
130Satisfied shy Last 30 Days
9Unsatisfied shy Last 30 Days
Solved Tickets by Group and Month
Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015MonthYear (Ticket Solved)
1st Line Support 2nd Line Support 3rd Line Support Engineering Support Sales Tech ServicesUS Support
So
lved Tickets
0
150
300
450
600
750 713713666666 661661
555555
720720
384384
Closure Type Last 30 Days
Closure Type [list] Solved Tickets
No Customer Response
Product Bug
TrainingAdvice
Customer Resolved
Customer System Environment
Small Change Completed
Release Request Completed
License Request
Enhancement Request
172
109
99
80
47
42
25
13
11
Investigation Status
Investigation Status [list] Tickets
With Support
In Product Development
Awaiting Bug Verification
Referred to Engineering Support
Referred to Implementation Support
Referred to Design Support
Referred to Bespoke Support
With Sales
491
368
67
18
10
2
1
1
Operations Meeting KPIs
KPIs 02192015
Page 12
Ticket Flow By Group Last Week
Ticket Group Created Last Week Solved Last Week Solved Backlog Impact Backlog
1st Line Support
2nd Line Support
3rd Line Support
Engineering Support
Sales
Tech Services
US Support
95
32
23
1
2
82
38
42
1
1
86
119
183
100
50
+ 13
shy6
shy19
shy
+ 1
330
358
257
8
1
1
7
Top 10 Active Customers shy Last 30 DaysAxis Europe
Geodis Wilson
Lookers Plc
Paradigm
Housing Group Ltd
Yorkshire Building So
ciety
Genius Gluten Free
March of D
imes
Whitestuff G
roup Limited
JewishC
are
Coast and Country Housing Limited
Havens Hospices
Nucleus Global
Royal College of N
ursing
Organization Name
Tickets
0
8
16
24 23232222
16161515 1515
1414 1414 1414
12121111 1111 1111 1111
Tickets logged by Location
aa_aus_nz aa_europe aa_ukaa_us_canada
22338686
99
Page 22
Ticket Flow By Group Last Week
Ticket Group Created Last Week Solved Last Week Solved Backlog Impact Backlog
1st Line Support
2nd Line Support
3rd Line Support
Engineering Support
Sales
Tech Services
US Support
95
32
23
1
2
82
38
42
1
1
86
119
183
100
50
+ 13
shy6
shy19
shy
+ 1
330
358
257
8
1
1
7
Top 10 Active Customers shy Last 30 DaysAxis Europe
Geodis Wilson
Lookers Plc
Paradigm
Housing Group Ltd
Yorkshire Building So
ciety
Genius Gluten Free
March of D
imes
Whitestuff G
roup Limited
JewishC
are
Coast and Country Housing Limited
Havens Hospices
Nucleus Global
Royal College of N
ursing
Organization Name
Tickets
0
8
16
24 23232222
16161515 1515
1414 1414 1414
12121111 1111 1111 1111
Tickets logged by Location
aa_aus_nz aa_europe aa_ukaa_us_canada
22338686
99
Page 22
