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Loads

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Organizational Hierarchy Load

Select this button to view the current workload for each queue folder in ServicePRO. For each queue folder, you have the option to view the number of requests that are in Active, Scheduled, Suspended and Waiting for Response statuses. You can also see the Average Time in Queue for all requests in a particular folder.

From Workbench, go to the Data Analysis option and click on the Organizational Hierarchy Load icon to view the current workload for each queue. For each queue folder, the numbers of Active, Scheduled, Suspended and Waiting for Response requests are shown, along with the Average Time in Queue.

Organizational Hierarchy List

This section displays a listing of all the queues, and states the number of requests that are Active, Scheduled, Suspended, and Waiting. The Average time in queue helps to assess which folders may need restructuring in terms of process improvement or additional resource allocation.

Queue Load Summary

Support Rep Load

This section allows you to view the current workload for each support rep. The number of Active, Scheduled, Suspended and Waiting for Response requests is shown, along with the Average Time in Service. You can use this option to assess how a Support Rep is performing and if they are able to address the requests assigned to them on time.

From Workbench, go to the Data Analysis option and click on the Support Rep Load icon to view the current workload including the average time that requests spend in the Rep’s service. For each Support Rep, the number of requests in the Rep’s service will be displayed.

Support Rep List

This section displays all the support reps in your help desk and states the number of requests that are Active, Scheduled, Suspended, and Waiting. The Average time in service is also stated to help you assess how each individual support rep is performing, and where improvements could be made.

Support Rep Load Summary

Team Load

This section allows you to view the current workload for each team in ServicePRO. The number of Active, Scheduled, Suspended and Waiting for Response requests is shown, along with the Average Time in Service for that team. You can use this option to assess how a team is performing and if they are able to address the requests assigned to them on time.

From the Files tab, go to the Data Analysis option and click on the Team Load icon to view the current workload for each Team, including the average time that requests spend in the Team’s service. For each Team, the number of requests in the Team’s service will be displayed.

Team List

This section displays all teams in your help desk and states the number of requests that are Active, Scheduled, Suspended, and Waiting. The Average time in service is also stated to help you assess how each team is performing, and where improvements could be made.

Team Load Summary