Organizations with operations at many geographically dispersed sites may find it useful to see whether there are considerable differences in support performance between sites. The following two reports have been added to the ‘Reports’ section of the Analytics section for this purpose.
- Average Time to SLA Resolution by Site
- Average Time to SLA Response by Site
These reports make it possible to quickly see whether there are any sites that need to wait significant longer for support than other sites. And if such differences exist, these reports provide an excellent starting point for finding the root cause.