Performance Page - Revision history

Hendry.mwamburi: /* Filters */

2026-01-27T12:17:35Z

Filters

← Older revision		Revision as of 14:17, 27 January 2026
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	\|Entity slicer		\|Entity slicer
	\|Enables users to filter the report by entity ( Business unit)		\|Enables users to filter the report by entity ( Business unit)
			\|-
			\|Region slicer
			\|Enables users to filter the report by region
	\|-		\|-
	\|Resolution Status		\|Resolution Status

Hendry.mwamburi at 10:00, 15 August 2025

2025-08-15T10:00:33Z

← Older revision		Revision as of 12:00, 15 August 2025
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	* '''Default Behavior:''' The API returns a maximum of '''50 records''' per request unless otherwise specified.		* '''Default Behavior:''' The API returns a maximum of '''50 records''' per request unless otherwise specified.
			\|-
			\|Datacair tickects table API link =<nowiki>https://customer-service.datacair.com/api/ticket/ticket?department=4&limit=1000000000</nowiki>
			\|
			* '''API Endpoint''': <code><nowiki>https://customer-service.datacair.com/api/ticket/ticket?department=4&limit=1000000000</nowiki></code>

			* '''Purpose''': Retrieves comprehensive ticket information for department ID '''4''', including metadata and key lifecycle fields. The <code>limit</code> parameter is explicitly set to a very high value to ensure all relevant records are returned in a single call, bypassing default pagination limits.
	\|}		\|}

Hendry.mwamburi at 09:58, 15 August 2025

2025-08-15T09:58:56Z

← Older revision		Revision as of 11:58, 15 August 2025
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	== Summary ==		== Summary ==

			This Power BI report provides a centralized view of service ticket performance across entities. It combines API-sourced data, calculated metrics, and user-interactive filters to enable monitoring of resolution efficiency, root cause trends, and corrective action effectiveness. The report supports operational decision-making, performance tracking, and process improvement initiatives
	== Filters ==		== Filters ==

Hendry.mwamburi: /* Calculations */

2025-08-15T09:57:42Z

Calculations

← Older revision		Revision as of 11:57, 15 August 2025
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	== Summary ==		== Summary ==

	This Power BI report provides a centralized view of service ticket performance across entities. It combines API-sourced data, calculated metrics, and user-interactive filters to enable monitoring of resolution efficiency, root cause trends, and corrective action effectiveness. The report supports operational decision-making, performance tracking, and process improvement initiatives.

	== Filters ==		== Filters ==
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	\|Root cause table API link =[https://customer-service.datacair.com/api/ticket/customfield/6?limit=1000000000 https://customer-service.datacair.com/api/ticket/customfield/5]		\|Root cause table API link =[https://customer-service.datacair.com/api/ticket/customfield/6?limit=1000000000 https://customer-service.datacair.com/api/ticket/customfield/5]
	\|		\|
	*'''API Endpoint:''' <code>https://customer-service.datacair.com/api/ticket/customfield/5</code>		* '''API Endpoint:''' <code>https://customer-service.datacair.com/api/ticket/customfield/5</code>
	* '''Purpose:''' Retrieves the ''~~Entity~~'' custom field values for tickets.		* '''Purpose:''' Retrieves the ''Root cause'' custom field values for tickets.

	* '''Default Behavior:''' The API returns a maximum of '''50 records''' per request unless otherwise specified.		* '''Default Behavior:''' The API returns a maximum of '''50 records''' per request unless otherwise specified.
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	\|This metric measures the number of tickets categorized by the corrective action taken to resolve them. It helps evaluate the effectiveness of remediation strategies and supports continuous improvement in service delivery.		\|This metric measures the number of tickets categorized by the corrective action taken to resolve them. It helps evaluate the effectiveness of remediation strategies and supports continuous improvement in service delivery.
	\|-		\|-
	\|4. Breaks down tickets performance life cycle by:		\|4. Breaks down tickets performance life cycle by:

	* Ticket Number		* Ticket Number

Hendry.mwamburi at 08:35, 15 August 2025

2025-08-15T08:35:51Z

← Older revision		Revision as of 10:35, 15 August 2025
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	== Summary ==		== Summary ==

			This Power BI report provides a centralized view of service ticket performance across entities. It combines API-sourced data, calculated metrics, and user-interactive filters to enable monitoring of resolution efficiency, root cause trends, and corrective action effectiveness. The report supports operational decision-making, performance tracking, and process improvement initiatives.

	== Filters ==		== Filters ==

Hendry.mwamburi at 08:13, 15 August 2025

2025-08-15T08:13:31Z

@@ Line 71: / Line 71: @@
 |This metric measures the number of tickets categorized by the corrective action taken to resolve them. It helps evaluate the effectiveness of remediation strategies and supports continuous improvement in service delivery.
 |-
+|
+* Ticket Number is system-generated by the ticketing platform.
+* Channel is Captured automatically at ticket creation.
 |}

Hendry.mwamburi at 08:12, 15 August 2025

2025-08-15T08:12:37Z

← Older revision		Revision as of 10:12, 15 August 2025
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	!Description		!Description
	\|-		\|-
	\|		\|1. Total tickets by resolution time
	~~# Resolved Tickets By Resolution Time~~
	\|Total Tickets =		\|Total Tickets =
	DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )		DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )
	\|~~These displays~~ resolved ~~tickets~~ within ~~resolved~~ time ~~category~~.		\|This metric tracks the number of support or service tickets resolved within specified time intervals. It provides insight into the efficiency of the resolution process, helping identify trends, bottlenecks, and opportunities for process improvement.
	\|-		\|-
	\|2. Total tickets by Root cause		\|2. Total tickets by Root cause
	\|Total Tickets =		\|Total Tickets =
	DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )		DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )
	\|~~These displays count~~ of tickets by ~~there corresponding~~ root cause ~~via bar chart~~.		\|This metric measures the number of tickets categorized by their underlying root cause. It is used to identify recurring issues, prioritize fixes, and prevent similar incidents in the future.
	\|-		\|-
	\|3. Total tickets by Corrective Action		\|3. Total tickets by Corrective Action
	\|Total Tickets =		\|Total Tickets =
	DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )		DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )
	\|~~These displays count~~ of tickets by ~~there corresponding~~ corrective action ~~visualized by bar chart~~		\|This metric measures the number of tickets categorized by the corrective action taken to resolve them. It helps evaluate the effectiveness of remediation strategies and supports continuous improvement in service delivery.
			\|-
			\|
			\|
			\|
	\|}		\|}

Hendry.mwamburi at 08:10, 15 August 2025

2025-08-15T08:10:40Z

@@ Line 30: / Line 30: @@
 * '''API Endpoint:''' <code>[https://customer-service.datacair.com/api/ticket/customfield/5 https://customer-service.datacair.com/api/ticket/customfield/6]</code>
 * '''Purpose:''' Retrieves the ''Entity'' custom field values for tickets.
 * '''Default Behavior:''' The API returns a maximum of '''50 records''' per request unless otherwise specified.

Hendry.mwamburi at 08:09, 15 August 2025

2025-08-15T08:09:01Z

← Older revision		Revision as of 10:09, 15 August 2025
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	== Filters ==		== Filters ==

	~~# Date picker - Allows users to filter the dataset by a specific date or date range.~~
	~~# Entity slicer - Enables users to filter the report by entity ( Business unit)~~
	~~# Resolution Status - Filters data by the '''status''' of a case, issue, or task (e.g. ''Resolved, Not Resolved'').~~

	{\| class="wikitable"		{\| class="wikitable"
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	!Transformations		!Transformations
	\|-		\|-
			\|Entity table API link =[https://customer-service.datacair.com/api/ticket/customfield/6?limit=1000000000 https://customer-service.datacair.com/api/ticket/customfield/6]
	\|		\|
			* '''API Endpoint:''' <code>[https://customer-service.datacair.com/api/ticket/customfield/5 https://customer-service.datacair.com/api/ticket/customfield/6]</code>
			* '''Purpose:''' Retrieves the ''Entity'' custom field values for tickets.

			* '''Default Behavior:''' The API returns a maximum of '''50 records''' per request unless otherwise specified.
	\|}		\|}

Stanley.songok: /* Calculations */

2025-08-14T14:38:29Z

Calculations

← Older revision		Revision as of 16:38, 14 August 2025
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	!Description		!Description
	\|-		\|-
	\|		\|Date picker
	\|		\|Allows users to filter the dataset by a specific date or date range.
			\|-
			\|Entity slicer
			\|Enables users to filter the report by entity ( Business unit)
			\|-
			\|Resolution Status
			\|Filters data by the '''status''' of a case, issue, or task (e.g. ''Resolved, Not Resolved'').

	\|}		\|}

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	\|-		\|-
	\|		\|
	\|		# Resolved Tickets By Resolution Time
	\|		\|Total Tickets =
			DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )
			\|These displays resolved tickets within resolved time category.
			\|-
			\|2. Total tickets by Root cause
			\|Total Tickets =
			DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )
			\|These displays count of tickets by there corresponding root cause via bar chart.
			\|-
			\|3. Total tickets by Corrective Action
			\|Total Tickets =
			DISTINCTCOUNT ( 'Performance and Root Cause'[Ticket Number] )
			\|These displays count of tickets by there corresponding corrective action visualized by bar chart
	\|}		\|}