Use Case Simply KPI - Software company

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Use Case solved by the CRM system vTiger CRM and Simply KPI extension for Software company.

The main functions of Simply KPI extension.

The module is mainly used in the technical support department. The company has several main key performance indicators (KPI) support:

  1. Number of received tickets
  2. Number of resolved tickets
  3. Number of closed tickets within the first 4 hours
  4. Number of closed tickets in the first day
  5. Number of tickets handed in for the 2nd line
  6. Number of tickets passed to 3rd line

How it was implemented in the system of vTiger CRM using module Simply KPI? Was created following KPIs:

  1. Number of tickets with the status “Open”
  2. Number of tickets with the status “Closed”
  3. Number of tickets with the status “Closed” and a creation time less than 4 hours ago.
  4. Number of tickets with the status “Closed” and a creation time less than 24 hours ago.
  5. Number of tickets with the status “On line 2”
  6. Number of tickets with the status “3rd line”

Tickets decided in the first minutes, still goes to the fact KPI “Number of requests received” because the system considers the implementation of KPIs at the end of the period, but in fact the data changes in the crm system of vTiger CRM.