Elements Pulse (copy)

Start your analysis
Lost? Read the getting started guide
Documentation
Support

Elements XLA App

CUSTOMER SATISFACTION
Evaluates user contentment with support services through loyality and happiness metrics like the Net Promoter Score and CSAT.
SERVICE QUALITY
Measures the effectiveness of support through request volumes, response times, resolution efficacy, and abandonment rates.
SLA
Tracks adherence to service commitments, focusing on response and resolution timelines, but also any other SLA you will define in JSM.
PRODUCTIVITY
Assesses efficiency in resolving user issues, considering first-contact resolution and the frequency of follow-up interactions.

Your experience data has been fully computed

Elements Pulse - ELEMENTS - SANDBOX

Breakdown of global experience score by category
All time
Global experience score
From project creation to date
Good start!

Global experience score over time
option All time, selected.
All time
Detailed insights by category
Customer satisfaction
9.7/10
Service quality
6/10
SLA
10/10
Productivity
3.8/10

What you'll find here
Customer satisfaction is an essential gauge for understanding how users perceive the quality and effectiveness of your service. In the realm of IT support, we measure this through two pivotal survey types: the Net Promoter Score (NPS) and the Customer Satisfaction Score (CSAT). The Customer satisfaction category score is computed by taking the average of all survey scores collected during a given period.
Access documentation
CSAT
From project creation to date
Learn more
4.8/5
Based on 882 responses
Net Promoter Score (NPS)
From project creation to date
Learn more
N/A

What you'll find here
Service quality score is a composite metric that offers a holistic view of your support performance. It encapsulates key aspects of your service delivery, calculated as the average of scores for resolution rate, time to first response, time to resolution and customer abandonment rate.

Each indicator is scored on a specific scale that considers the nature and the impact of the metric. The aggregate of these individual scores, each weighted according to their respective scales, provides a comprehensive Service quality score, reflecting your overall service efficiency and effectiveness.

Access documentation
Request Creations
From project creation to date
Learn more
8434
Resolution Rate
From project creation to date
Learn more
98.4%
Average Time to Resolution
From project creation to date
Learn more
46.9 days
Average Time to First Response
From project creation to date
Learn more
0.2 hours

What you'll find here
The SLA (Service Level Agreement) category is pivotal in evaluating the efficiency and reliability of your IT support services. It's a measure of our commitment to our users and a reflection of our ability to meet or exceed predefined service standards. The SLA scoring is calculated as the average of all individual SLA scores over a given period.
Access documentation
First response
From project creation to date
99%

What you'll find here
In the fast-paced realm of IT support, productivity isn't just about speed, it's about resolving issues efficiently and effectively, with minimal back-and-forth. The Productivity score is an aggregated average of all indicators within this category, reflecting a holistic view of our team's operational efficiency.
Access documentation
First Contact Resolution Rate
From project creation to date
Learn more
0%
Average Number of Exchanges
From project creation to date
Learn more
9.9 exchanges
Recategorization Rate
From project creation to date
Learn more
31.2%
Request Reopening Rate
From project creation to date
Learn more
14.2%

Card view
Table view
Name	Type	Score	Start Date	End Date	Number of respondents	Status	Actions
Employee Satisfaction	NPS	0	28/04/2024	09/05/2024	0	
ONGOING
	
edit
pause

Back
ISD-107
Printer connectivity issue preventing printing of documents
Create subtask
Link issue
Create
Elements Overview
Survey
Ryan Rino
raised this request
via
Portal
Hide details
View request in portal
Description

We are experiencing a technical issue with the office printer, which is hindering our ability to print essential documents. When attempting to print, users are encountering errors indicating a failure to connect to the printer. This problem is impacting the productivity of multiple team members and delaying critical tasks that require printed materials.

Steps to Reproduce:

Attempt to print a document from any workstation connected to the network.

Observe error message indicating inability to connect to the printer.

Retry printing after restarting the printer and workstation, with no success.

Similar requests
Activity
Show:
All
Comments
History
Work log
Elements Overview
Approvals
Newest first
Add internal note
Reply to customer
Normal text
Canned responses

Type /canned to create or insert predefined responses.


Save
Cancel

[ISD-107] Printer connectivity issue preventing printing of documents - Jira

Type /canned to create or insert predefined responses.

Ryan Rino raised this on Yesterday 11:59 PM
Hide details
Description

We are experiencing a technical issue with the office printer, which is hindering our ability to print essential documents. When attempting to print, users are encountering errors indicating a failure to connect to the printer. This problem is impacting the productivity of multiple team members and delaying critical tasks that require printed materials.

Steps to Reproduce:

Attempt to print a document from any workstation connected to the network.

Observe error message indicating inability to connect to the printer.

Retry printing after restarting the printer and workstation, with no success.

 

Activity
Marketing
Today 12:06 AM

The printer connectivity issue has been successfully resolved. After thorough troubleshooting, it was determined that the problem was caused by a misconfiguration in the printer's network settings. 

Moving forward, we will implement monitoring measures to promptly detect and address any future changes in network settings that may affect printer connectivity. Should any further issues arise, please don't hesitate to reach out for assistance.

This ticket is now closed. Thank you for your patience and cooperation throughout the resolution process.

To evaluate the IT service performance and efficiency, we are currently running a survey. Could you please take 2 minutes to answer it? Your input is really valuable for the team. 

Best Suzie

Automatic response
Today 12:06 AM
Your request status has changed to Waiting for customer.
Marketing
Today 12:06 AM

Hello @Ryan Rino,

How was your exchange with our service ? 

Your feedback is valuable, please take 5 seconds to answer our survey ! 

Automatic response
Today 12:12 AM
Your request status has changed to Resolved with resolution Done.
Add a comment
Apps
Survey
Overviews
Status
RESOLVED
Request type
Get IT help
Shared with
Ryan Rino
Creator
Share
Apps
Elements Overview

Printer connectivity issue preventing printing of documents - IT Service Desk - Jira Service Management

How likely are you to recommend our IT service to other employee in the company?
😢 Not likely
Very likely 🤩
1
2
3
4
5
6
7
8
9
10
Submit

Surveys
Nps Insights
Back
Net Promoter Score
100
du 29/04/2024 to date
Total shown
1
du 29/04/2024 to date
Total complete
1
du 29/04/2024 to date
Response rate
100 %
du 29/04/2024 to date
Responses by type
Responses by score

Set goals with Experience Level Agreements (XLA) to help drive better quality of services across your service project team.