Weekly Governance report data logic document

Below are the initial steps to be performed before using the raw file provided i
n the weekly report for our BI reporting.
1. Remove duplicate incidents from the supplied file.
2. Remove Future week data based on submit week filter criteria (Column A).
3. Filter Incident service type (Column I) with User Service Request and User
Service Restoration
4. Remove Job Name (filter it with begins with Job ) from the summary tab (Col
umn J).
5. Remove ROS Catalyst from Catalyst Type tab (Column I). (Applicable only fo
r NA region).
6. Use only the below Remedy Queue for all the three regions.
Region Queue Grouping Remedy Queue Name
NA XI NA SAP XI Support
NA PTC NA PTC SAP Support
NA LIS NA MTI LIS Labor Info System Appl Support
NA RTR NA RTR SAP Finance & Controlling Appl Support
NA STP NA STP SAP Procurement Appl Support
NA STC NA STC SAP Catalyst PCPL Appl Support
NA STC NA STC SAP FS CRM Appl Support
NA STC NA STC SAP Sales Trade Appl Support
NA BI NA BI SAP Appl Support
NA MTI NA MTI SAP Manufacturing Appl Support
NA MTI NA MTI SAP PM & MM Appl Support
NA ICWF Global RTR SAP InterCompany Workflow Appl Support
APAC BI AP BI SAP Appl Support
APAC MTI AP MTI SAP Appl Support
APAC XI AP SAP Interface Support
APAC APO AP PTC APO SAP Appl Support
APAC IM-WM AP PTC SAP Inventory & Warehouse Mgmt Appl Support
APAC SD AP PTC SAP Appl Support
APAC RTR AP RTR SAP Appl Support
APAC STP AP STP SAP Appl Support
APAC STP PTP AP STP PTP SAP Appl Support
APAC TMS AP PTC TMS SAP Appl Support
EMEA BI EMEA BI SAP Appl Support
EMEA MTI EMEA MTI SAP Appl Support
EMEA XI EMEA EAI SAP Appl Support
EMEA APO EMEA PTC APO SAP Appl Support
EMEA IM-WM EMEA PTC IM-WM-EANCOM SAP Appl Support
EMEA SD EMEA PTC SD SAP Appl Support
EMEA RTR EMEA RTR SAP Finance Appl Support
EMEA STP Purchasing EMEA STP SAP Purchasing Appl Support
EMEA STP AP EMEA STP AP SAP Appl Support
EMEA STP SRM EMEA STP SAP SRM Appl Support
Home Stream:
Quadrant 1: Weekly Incident Trent
Content Logic Used for BI Report BI Report
Remarks
Inflow Filter on Submit Week (Column A) = Current Week (Eg. 2017-09) of the sou
rce File.
*Filter on Assigned Group Column P to get the individual Inflow count by function.
Closed Filter on Resolved Week (Column D) = Current Week (Eg. 2017-09) of the s
ource File.
*Filter on Assigned Group Column P to get the individual Closed count by function.
Backlog Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Assigned Group Column P to get the individual Backlog count by function.
Quadrant 2: Weekly SLA Trend
Content Logic Used for BI Report BI Report
Remarks
Response SLA Inflow Count:
Filter on Submit Week (Column A) = Current Week (Eg. 2017-09) of the source File
. And get the count Inflow Count.
Missed Count:
Repeat above step and filter on Response SLA Column AU and select Missed and Missed G
oal to get the count.
Calculation to get the SLA percentage :
(Total Inflow Total Missed /Total Inflow)*100
**Filter on Assigned Group Column P to get the individual Response SLA by function
.
Resolution SLA Closed Count:
Filter on Resolved Week (Column D) = Current Week (Eg. 2017-09) of the source Fi
le. And get the count Inflow Count.
Missed Count:
Repeat above step and filter on Response SLA Column AU and select Missed and Missed G
oal to get the count.
Calculate to get the SLA percentage :
(Total Resolved Total Missed /Total Closed)*100
**Filter on Assigned Group Column P to get the individual resolution SLA by functi
on.

Quadrant 3: Current Week Incident by Function

Content Logic Used for BI Report BI Report
Remarks
Inflow Filter on Submit Week (Column A) = Current Week (Eg. 2017-09) of the sou
rce File.
Filter on Assigned Group (Column P) to get the specified group.
Closed Filter on Resolved Week (Column D) = Current Week (Eg. 2017-09) of the s
ource File.
Filter on Assigned Group (Column P) to get the specified group.
Backlog Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Assigned Group (Column P) to get the specified group.

Quadrant 4: Current Week Aging counts

Content Logic Used for BI Report BI Report
Remarks
0-30 Days Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Age Bucket Column AS and select days in-between 0-30 Days
** Filter on Assigned Group Column P to get the individual aging count by function
.
31-60 Days Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Age Bucket Column AS and select days in-between 31-60 Days
**Filter on Assigned Group Column P to get the individual aging count by function
.
60+ Days Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Age Bucket Column AS and select days in-between 60 +Days
**Filter on Assigned Group Column P to get the individual aging count by function
.

Current week Incident by priority:

Content Logic Used for BI Report BI Report
Remarks
User Service Request Filter on Resolved Week (Column D) = Blank of the source F
ile.
Select Priority { Low, Medium, High, and Critical} from column K according to the
requirement.
Filter on Incident Service Type User Service Request .
Filter on Assignment Group P to get the count accordingly.
User Service Restoration Filter on Resolved Week (Column D) = Blank of the
source File.
Select Priority { Low, Medium, High, and Critical} from column K according to the
requirement.
Filter on Incident Service Type User Service Request .
Filter on Assignment Group P to get the count accordingly.

Miscellaneous Stream:
Quadrant 1: Current Week backlog split per stream and status
Content Logic Used for BI Report BI Report
Remarks
Assigned Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Assigned Group Column P to get the individual count by function.
Filter on status N of the source file and select Assigned to get the count.
In Progress Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Assigned Group Column P to get the individual count by function.
Filter on status N of the source file and select In Progress to get the count.
Pending Filter on Resolved Week (Column D) = Blank of the source File.
Filter on Assigned Group Column P to get the individual count by function.
Filter on status N of the source file and select Pending to get the count.

Quadrant 2: Breakdown by coutry per stream

Content Logic Used for BI Report BI Report
Remarks
Breakdown by country and stream Filter on Submit Week (Column A) = Current Week
(Eg. 2017-09) of the source File.
Filter on Assigned Group Column P to get the individual Inflow count by function.
Filter on Customer Country Column Y and select the required country count.
Breakdown by country Filter on Submit Week (Column A) = Current Week (Eg. 201
7-09) of the source File.
Filter on Customer Country Column Y and select the required country count
Quadrant 3: Executive Summary (KPI)
Target is fixed for all the below content and any changes will be communicate be
forehand by the respective team to make the changes accordingly
Content Logic Used for BI Report BI Report
Remarks
Incident Inflow status Filter on Submit Week (Column A) = Current Week (Eg. 201
7-09) of the source File.
Filter on Assigned Group Column P to get the individual Inflow count by function
Incident Backlog status Filter on Resolved Week (Column D) = Blank of the source F
ile.
Filter on Assigned Group Column P to get the individual Backlog count by function.
Aging Incident (>30 Days) status Filter on Resolved Week (Column D) = Blan
k of the source File.
Filter on Age Bucket Column AS and select days > 30+ Days
Filter on Assigned Group Column P to get the individual aging count by function.
SLA Response status Inflow Count:
Filter on Submit Week (Column A) = Current Week (Eg. 2017-09) of the source File
. And get the count Inflow Count.
Missed Count:
Repeat above step and filter on Response SLA Column AU and select Missed and Missed G
oal to get the count.
Filter on Assigned Group Column P to get the individual Response SLA by function.
Calculate to get the SLA percentage
(Total Inflow Total Missed /Total Inflow)*100
SLA Resolution status Closed Count:
Filter on Resolved Week (Column D) = Current Week (Eg. 2017-09) of the source Fi
le. And get the count Inflow Count.
Missed Count:
Repeat above step and filter on Response SLA Column AU and select Missed and Missed G
oal to get the count.
Filter on Assigned Group Column P to get the individual resolution SLA by function
.
Calculate to get the SLA percentage :
(Total Resolved Total Missed /Total Closed)*100

CSAT STREAM:
Content Logic Used for BI Report BI Report
Remarks
CSAT SCORE PER STREAM Filter on Week = Current Week.
Filter on Assigned Group and select the group to get the all the CSAT score.
Take the average of CSAT score based on above filter.

Analytical Stream:
All the logics are used same as per weekly report. Only selection criteria chang
e move Submit Month and Resolved Month instead of Submit Week and Resolved Week .