...
...
...
...
...
...
...
...
...
...
...
...
h,CSC Goals
Operational Performance
...
https://tableau.itap.purdue.edu/#/workbooks/883/views
1.2 Operational - Tickets missing target Eliminate incidents and SRs missing target date by more than 30 daysTarget = 95%Stretch = 100%Threshold = 90%
1.3 Behavioral - Customer Satisfaction
Target = 4.7%
Stretch = 4.9%
Threshold = 4.6%
...
Professional / Career Development
The staff member has increased his/her knowledge and skills through on-going development activities and has demonstrated the ability to apply acquired knowledge and skills in the workplace. The appropriate short and long term goals are in place to support the employee's development.
Data
- Incidents Resolved within SLA - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/IncidentOverview?:iid=1
- Service Requests Resolved within Schedule Date - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/ServiceRequestOverview?:iid=1
Call Abandon Rate - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/CallStatsOverview?:iid=2- Customer Satisfaction - https://tableau.itap.purdue.edu/#/views/ITaPOperationalDashboards/TicketMonitoringforManagers?:iid=4
- Resolution Rate - https://tableau.itap.purdue.edu/#/views/CSCOperations/Tier1ResolutionOverview?:iid=5