In the last 8 months of 2016, Chemistry and Physics IT resolved over 6.4 tickets per workday. |
Identify all resolved tickets in time-period.
TBD
"Assigned Group" is what we see as the assigned group when we open a Remedy ticket. Confirm if this is the field Remedy reports in their "Assigned Group" header, as is likely the case.
I wrote to Frank 1/14/16 to request report from Greg Christofferson. Excerpt:
This provides us with a measure of volume, to compare with our monthly snap-shots of outstanding tickets.
Process idea: Do for each month (or quarter), starting with the past 6 months (or 2 years).
Time period | Chemistry: Average tickets per month | Chemistry: Average tickets per day | Physics: Average tickets per month | Physics: Average tickets per day |
---|---|---|---|---|
July 2017 (20 work days) | 87 | 4.85 | 10 | 0.50 |
June 2017 (22 work days) | 100 | 4.54 | 17 | 0.77 |
May 2017 (22 work days) | 92 | 4.2 | 13 | 0.59 |
April 2017 (20 work days) | 100 | 5.0 | 15.0 | 0.75 |
8 months: 04/01/2016 to 01/01/2017 | 123 | 6.3 | 15.5 | 0.8 |
Total flow summary: There is an average of over 4.85 tickets resolved by our group each workday, for both Chemistry and Physics.
Chemistry, for this 1 month period:
Flow summary: 87 tickets per month averages to 4.35 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 8 | 10 | 0.45 | 11.5% |
Michael E Hint | 28 | 25 | 53 | 2.65 | 60.9% |
Oliver B Habicht | 10 | 14 | 24 | 1.2 | 27.6% |
All others: | 0 | 0 | 0 | - | - |
Total | 40 | 47 | 87 | 4.35 |
Physics, for this 1 month period:
Flow summary: 10 tickets per month averages to about 0.50 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Kelly Brower | 1 | 3 | 4 | 0.20 | 40% |
Lulu Zhu | 1 | 0 | 1 | 0.05 | 10% |
Michael E Hint | 1 | 4 | 5 | 0.25 | 40% |
Oliver B Habicht | 0 | 0 | 0 | - | - |
All others: | 0 | 0 | 0 | - | - |
Total | 3 | 7 | 10 | 0.50 |
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Total flow summary: There is an average of over 5.32 tickets resolved by our group each workday, for both Chemistry and Physics.
Chemistry, for this 1 month period:
Flow summary: 100 tickets per month averages to 4.54 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 3 | 11 | 14 | 0.64 | 14.0% |
Michael E Hint | 37 | 24 | 61 | 2.77 | 61.0% |
Oliver B Habicht | 10 | 14 | 24 | 1.1 | 24.0% |
All others: | 0 | 1 | 1 | 0.04 | 1.0% |
Total | 50 | 50 | 100 | 4.35 |
Physics, for this 1 month period:
Flow summary: 17 tickets per month averages to about 0.77 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Kelly Brower | 2 | 1 | 3 | 0.14 | 17.6% |
Lulu Zhu | 1 | 0 | 1 | 0.04 | 0.06% |
Michael E Hint | 4 | 4 | 8 | 0.36 | 0.47% |
Oliver B Habicht | 0 | 5 | 5 | 0.23 | 0.07% |
All others: | 0 | 0 | 0 | - | - |
Total | 7 | 10 | 17 | 0.77 |
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Total flow summary: There is an average of over 4.77 tickets resolved by our group each workday, for both Chemistry and Physics.
Chemistry, for this 1 month period:
Flow summary: 92 tickets per month averages to 4.2 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 7 | 9 | 0.41 | 10% |
Michael E Hint | 34 | 25 | 59 | 2.7 | 64% |
Oliver B Habicht | 10 | 13 | 23 | 1.04 | 25% |
All others: | 1 | 1 | 0.04 | 1% | |
Total | 46 | 46 | 92 | 4.2 |
Physics, for this 1 month period:
Flow summary: 13 tickets per month averages to about 0.59 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Kelly Brower | 4 | 2 | 6 | 0.27 | 46% |
Michael E Hint | 2 | 1 | 3 | 0.14 | 23% |
Oliver B Habicht | 3 | 1 | 4 | 0.18 | 30% |
All others: | 0 | 0 | 0 | - | - |
Total | 9 | 4 | 13 | 0.59 |
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Total flow summary: There is an average of over 5.75 tickets resolved by our group each workday, for both Chemistry and Physics.
Chemistry, for this 1 month period:
Flow summary: 100 tickets per month averages to 5 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 7 | 9 | 0.45 | 9% |
Michael E Hint | 36 | 23 | 59 | 2.9 | 58% |
Oliver B Habicht | 13 | 18 | 31 | 1.55 | 31% |
All others: | 1 | 0 | 1 | 0.1 | 2% |
Total | 52 | 48 | 100 | 5 |
Physics, for this 1 month period:
Flow summary: 15 tickets per month averages to about 0.75 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Kelly Brower | 4 | 3 | 7 | 0.35 | 47% |
Michael E Hint | 2 | 3 | 5 | 0.25 | 33% |
Oliver B Habicht | 0 | 3 | 3 | 0.15 | 20% |
All others: | 0 | 0 | 0 | - | - |
Total | 6 | 9 | 15 | 0.75 |
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Total flow summary: There is an average of over 6.4 tickets resolved by our group each workday,.
Chemistry, for this 8 month period:
Flow summary: 123 tickets per month averages to 6.3 tickets resolved per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 38 | 53 | 91 | 11.4 | 9% |
Michael E Hint | 285 | 247 | 532 | 66.5 | 54% |
Oliver B Habicht | 132 | 104 | 236 | 29.5 | 24% |
All others: | 66 | 58 | 124 | 15.5 | 13% |
Total | 521 | 462 | 983 | 123 |
Physics, for this 8 month period:
Flow summary: 15.5 tickets per month averages to about 0.8 tickets per day.
| Resolved within 1 day | Resolved in more than 1 day | Total | Oliver's analysis: Avg. per month | Oliver's analysis: Percent of volume |
Lulu Zhu | 2 | 1 | 3 | - | - |
Michael E Hint | 34 | 35 | 69 | 8.6 | 56% |
Oliver B Habicht | 21 | 14 | 35 | 4.4 | 28% |
All others: | 9 | 12 | 21 | 2.6 | 17% |
Total | 68 | 56 | 124 | 15.5 |
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In the Month of Sept 2015, ChemIT (Assigned groups: Chemistry and Chemistry (L2)) and PhysIT (Assigned group: Physics) resolved x number of tickets. The are as follows (in a spreadsheet):
Assigned Group, Summary, First Name, Last Name, Contact Type, Reported Date (Why are there two? Do they differ?), Responded Date, Last Resolved Date, Closed Date, Last Acknowledged Date, Last Modified, Re-Opened Date, Service, Status (is either resolved or (auto-)closed, depending on query date), Assignee, Resolution, Customer Building Name, ID.
From Frank, 4/25/16, "Resolved tickets for 3-1 thru 4-12-16":
|
| Resolved within 1 day | Resolved in more than 1 day | Total |
Chemistry | Lulu Zhu | 2 | 8 | 10 |
| Michael E Hint | 41 | 32 | 73 |
| Oliver B Habicht | 9 | 8 | 17 |
| Roger W Garnett | 16 | 8 | 24 |
| Total | 68 | 56 | 124 |
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From Frank, 3/16/16: For January 2016:
Assigned Group | Assignee | Incident Closed/Resolved |
Chemistry | Lulu Zhu | 14 |
| Michael E Hint | 55 |
| Oliver B Habicht | 14 |
| Roger W Garnett | 18 |
| Sub-Total | 101 |
Chemistry | Total | 101 |
Note: Frank's data had a column for "Hours Captured". We used to put down hours since never got reports with this data, so for this time-period, it's labelled as "No Effort".
Pie chart for ChemIT and separate pie chart for PhysIT showing tickets completed by staff member. Annual snapshot?