MASTER DATA MANAGEMENT (OWNER)

SLA Dashboard
Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 1. Time to resolution Issue I. All Time
resolution 2. Time to resolution-Met% II. Request Time
3. Time to resolution-Met
4. Time to resolution Breached
5. Time to resolution Breached
1 SLA By request 1. Time to First response –Met I. All Time
Type 2. Time to resolution-Met II. All assignees
a) Fixed Assets inquiries
b) Insurance Request
c) Intercompany inquiries
d) Reimbursement Inquiries
e) Supplier invoice inquiries
1 Time to 1. Time to resolution breached I. Last 4 Weeks
Resolution 2. Supplier invoice inquiries II. All request type
breached in
different
request type

Agent Performance dashboard

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 6. Time to resolution Issue III. All Time
resolution 7. Time to resolution-Met% IV. Request Time
8. Time to resolution-Met
9. Time to resolution Breached
10. Time to resolution Breached
1 SLA By request 3. Time to First response –Met III. All Time
Type 4. Time to resolution-Met IV. All assignees
f) Fixed Assets inquiries
g) Insurance Request
h) Intercompany inquiries
i) Reimbursement Inquiries
j) Supplier invoice inquiries
1 Time to 3. Time to resolution breached III. Last 4 Weeks
Resolution 4. Supplier invoice inquiries IV. All request type
breached in
different
request type

Issue statistics sheet

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 11. Time to resolution Issue V. All Time
resolution 12. Time to resolution-Met% VI. Request Time
13. Time to resolution-Met
14. Time to resolution Breached
15. Time to resolution Breached
1 SLA By request 5. Time to First response –Met V. All Time
Type 6. Time to resolution-Met VI. All assignees
k) Fixed Assets inquiries
l) Insurance Request
m) Intercompany inquiries
n) Reimbursement Inquiries
o) Supplier invoice inquiries
1 Time to 5. Time to resolution breached V. Last 4 Weeks
Resolution 6. Supplier invoice inquiries VI. All request type
breached in
different
request type
MDM Dashboard
Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 16. Time to resolution Issue VII. All Time
resolution 17. Time to resolution-Met% VIII. Request Time
18. Time to resolution-Met
19. Time to resolution Breached
20. Time to resolution Breached
1 SLA By request 7. Time to First response –Met VII. All Time
Type 8. Time to resolution-Met VIII. All assignees
p) Fixed Assets inquiries
q) Insurance Request
r) Intercompany inquiries
s) Reimbursement Inquiries
t) Supplier invoice inquiries
1 Time to 7. Time to resolution breached VII. Last 4 Weeks
Resolution 8. Supplier invoice inquiries VIII. All request type
breached in
different
request type

Time to First response Met/Breached (Weekly) Time to resolution met vs breached (Weekly)
1. Time to first response- met 1. Time to resolution – met
2. Time to first response- met % 2. Time to resolution – met %
3. Time to first response Breached 3. Time to resolution – breached
4. Time to first response –Target % 4. Time to resolution –Target %

Sr.No Report description Filter

1 Agent Performance  Issue created  All time
table  Issue resolved  All request type
 Open issue
 Time to first response-met
 Time to resolution –met
 Time to first response breached
 Time to resolution breached
 Time to first response average hours
  Time to resolution average hours
 Time to resolution-met %
 Time to resolution breahed %
 Time to first response-met %
 Time to first response-Breached %

Sr.No Report Description Filter

1 SLA Dashboard  Issue created  All time
table  Issue resolved
 Time to first response-met
 Time to resolution –met
 Time to first response breached
 Time to resolution breached
 Time to first response average hours
 Time to resolution average hours
 Time to resolution-met %
 Time to resolution breached %
 Time to first response-met %
 Time to first response-Breached %
 Average review
 Time to resolution trend

Sr.No Report Description Filter

1 Issue Statistics sheet  Issue hyperlink on name  All time
 Issue reporter  All request type
 Issue created date  All statuses
 Issue status updated date
 Issue type
 Issue request type
 Issue team function
 Issue assignee
 Issue line manager
 Issue status
 Issue created
 Issue days in current status

Sr.No Report Description Filter

1 MDM Dashboard  Issue hyperlink on name In progress
 Issue request type
 Issue type
 Issue status
 Issue assignee
 Issue created
 Issue created date
 Issue status updated date
 Issue days in current status
 Issue time to first response breached
 Issue time to resolution breached
FINANCE SHARED SERVICES
SLA Dashboard
Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 21. Time to resolution Issue IX. All Time
resolution 22. Time to resolution-Met% X. Request Time
23. Time to resolution-Met
24. Time to resolution Breached
25. Time to resolution Breached
1 SLA By request 9. Time to First response –Met IX. All Time
Type 10. Time to resolution-Met X. All assignees
u) Fixed Assets inquiries
v) Insurance Request
w) Intercompany inquiries
x) Reimbursement Inquiries
y) Supplier invoice inquiries
1 Time to 9. Time to resolution breached IX. Last 4 Weeks
Resolution 10. Supplier invoice inquiries X. All request type
breached in
different
request type

Agent Performance dashboard

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 26. Time to resolution Issue XI. All Time
resolution 27. Time to resolution-Met% XII. Request Time
28. Time to resolution-Met
29. Time to resolution Breached
30. Time to resolution Breached
1 SLA By request 11. Time to First response –Met XI. All Time
Type 12. Time to resolution-Met XII. All assignees
z) Fixed Assets inquiries
aa) Insurance Request
bb) Intercompany inquiries
cc) Reimbursement Inquiries
dd) Supplier invoice inquiries
1 Time to 11. Time to resolution breached XI. Last 4 Weeks
Resolution 12. Supplier invoice inquiries XII. All request type
breached in
different
request type

Issue statistics sheet

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 31. Time to resolution Issue XIII. All Time
resolution 32. Time to resolution-Met% XIV. Request Time
33. Time to resolution-Met
34. Time to resolution Breached
35. Time to resolution Breached
1 SLA By request 13. Time to First response –Met XIII. All Time
Type 14. Time to resolution-Met XIV. All assignees
ee) Fixed Assets inquiries
ff) Insurance Request
gg) Intercompany inquiries
hh) Reimbursement Inquiries
ii) Supplier invoice inquiries
1 Time to 13. Time to resolution breached XIII. Last 4 Weeks
Resolution 14. Supplier invoice inquiries XIV. All request type
breached in
different
request type
Finance Shared Dashboard
Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 36. Time to resolution Issue XV. All Time
resolution 37. Time to resolution-Met% XVI. Request Time
38. Time to resolution-Met
39. Time to resolution Breached
40. Time to resolution Breached
1 SLA By request 15. Time to First response –Met XV. All Time
Type 16. Time to resolution-Met XVI. All assignees
jj) Fixed Assets inquiries
kk) Insurance Request
ll) Intercompany inquiries
mm) Reimbursement Inquiries
nn) Supplier invoice inquiries
1 Time to 15. Time to resolution breached XV. Last 4 Weeks
Resolution 16. Supplier invoice inquiries XVI. All request type
breached in
different
request type

Time to First response Met/Breached (Weekly) Time to resolution met vs breached (Weekly)
5. Time to first response- met 5. Time to resolution – met
6. Time to first response- met % 6. Time to resolution – met %
7. Time to first response Breached 7. Time to resolution – breached
8. Time to first response –Target % 8. Time to resolution –Target %

Sr.No Report description Filter

1 Agent Performance  Issue created  All time
table  Issue resolved  All request type
 Open issue
 Time to first response-met
 Time to resolution –met
 Time to first response breached
  Time to resolution breached
 Time to first response average hours
 Time to resolution average hours
 Time to resolution-met %
 Time to resolution breahed %
 Time to first response-met %
 Time to first response-Breached %

Sr.No Report Description Filter

1 SLA Dashboard  Issue created  All time
table  Issue resolved
 Time to first response-met
 Time to resolution –met
 Time to first response breached
 Time to resolution breached
 Time to first response average hours
 Time to resolution average hours
 Time to resolution-met %
 Time to resolution breached %
 Time to first response-met %
 Time to first response-Breached %
 Average review
 Time to resolution trend

Sr.No Report Description Filter

1 Issue Statistics sheet  Issue hyperlink on name  All time
 Issue reporter  All request type
 Issue created date  All statuses
 Issue status updated date
 Issue type
 Issue request type
 Issue team function
 Issue assignee
 Issue line manager
 Issue status
 Issue created
 Issue days in current status

Sr.No Report Description Filter

1 MCC Dashboard  Issue hyperlink on name In progress
 Issue request type
 Issue type
 Issue status
 Issue assignee
 Issue created
 Issue created date
 Issue status updated date
 Issue days in current status
 Issue time to first response breached
 Issue time to resolution breached
PEOPLE SERVICE
SLA Dashboard
Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 41. Time to resolution Issue XVII. All Time
resolution 42. Time to resolution-Met% XVIII. Request Time
43. Time to resolution-Met
44. Time to resolution Breached
45. Time to resolution Breached
1 SLA By request 17. Time to First response –Met XVII. All Time
Type 18. Time to resolution-Met XVIII. All assignees
oo) Fixed Assets inquiries
pp) Insurance Request
qq) Intercompany inquiries
rr) Reimbursement Inquiries
ss) Supplier invoice inquiries
1 Time to 17. Time to resolution breached XVII. Last 4 Weeks
Resolution 18. Supplier invoice inquiries XVIII. All request type
breached in
different
request type

Agent Performance dashboard

Sr Report Description Filter
 Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 46. Time to resolution Issue XIX. All Time
resolution 47. Time to resolution-Met% XX. Request Time
48. Time to resolution-Met
49. Time to resolution Breached
50. Time to resolution Breached
1 SLA By request 19. Time to First response –Met XIX. All Time
Type 20. Time to resolution-Met XX. All assignees
tt) Fixed Assets inquiries
uu) Insurance Request
vv) Intercompany inquiries
ww) Reimbursement Inquiries
xx) Supplier invoice inquiries
1 Time to 19. Time to resolution breached XIX. Last 4 Weeks
Resolution 20. Supplier invoice inquiries XX. All request type
breached in
different
request type

Issue statistics sheet

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 51. Time to resolution Issue XXI. All Time
resolution 52. Time to resolution-Met% XXII. Request Time
53. Time to resolution-Met
54. Time to resolution Breached
55. Time to resolution Breached
1 SLA By request 21. Time to First response –Met XXI. All Time
Type 22. Time to resolution-Met XXII. All assignees
yy) Fixed Assets inquiries
zz) Insurance Request
aaa) Intercompany inquiries
bbb) Reimbursement Inquiries
ccc)Supplier invoice inquiries
1 Time to 21. Time to resolution breached XXI. Last 4 Weeks
 Resolution 22. Supplier invoice inquiries XXII. All request type
breached in
different
request type

People Service Dashboard

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 56. Time to resolution Issue XXIII. All Time
resolution 57. Time to resolution-Met% XXIV. Request Time
58. Time to resolution-Met
59. Time to resolution Breached
60. Time to resolution Breached
1 SLA By request 23. Time to First response –Met XXIII. All Time
Type 24. Time to resolution-Met XXIV. All assignees
ddd) Fixed Assets inquiries
eee) Insurance Request
fff) Intercompany inquiries
ggg) Reimbursement Inquiries
hhh) Supplier invoice inquiries
1 Time to 23. Time to resolution breached XXIII. Last 4 Weeks
Resolution 24. Supplier invoice inquiries XXIV. All request type
breached in
different
request type

Time to First response Met/Breached (Weekly) Time to resolution met vs breached (Weekly)
9. Time to first response- met 9. Time to resolution – met
10. Time to first response- met % 10. Time to resolution – met %
11. Time to first response Breached 11. Time to resolution – breached
12. Time to first response –Target % 12. Time to resolution –Target %

Sr.No Report description Filter

1 Agent Performance  Issue created  All time
table  Issue resolved  All request type
 Open issue
 Time to first response-met
 Time to resolution –met
 Time to first response breached
 Time to resolution breached
 Time to first response average hours
 Time to resolution average hours
 Time to resolution-met %
 Time to resolution breahed %
 Time to first response-met %
 Time to first response-Breached %

Sr.No Report Description Filter

1 SLA Dashboard  Issue created  All time
table  Issue resolved
 Time to first response-met
 Time to resolution –met
 Time to first response breached
 Time to resolution breached
 Time to first response average hours
 Time to resolution average hours
 Time to resolution-met %
 Time to resolution breached %
 Time to first response-met %
 Time to first response-Breached %
 Average review
 Time to resolution trend

Sr.No Report Description Filter

1 Issue Statistics sheet  Issue hyperlink on name  All time
 Issue reporter  All request type
 Issue created date  All statuses
 Issue status updated date
 Issue type
 Issue request type
 Issue team function
 Issue assignee
 Issue line manager
 Issue status
 Issue created
 Issue days in current status

Sr.No Report Description Filter

1 MCC Dashboard  Issue hyperlink on name In progress
 Issue request type
 Issue type
 Issue status
 Issue assignee
 Issue created
 Issue created date
 Issue status updated date
 Issue days in current status
 Issue time to first response breached
 Issue time to resolution breached
MARKETING & CORPORATIVE COMMUNICATION
DASHBOARDS (OWNER)
SLA Dashboard
Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 61. Time to resolution Issue XXV. All Time
resolution 62. Time to resolution-Met% XXVI. Request Time
63. Time to resolution-Met
64. Time to resolution Breached
65. Time to resolution Breached
1 SLA By request 25. Time to First response –Met XXV. All Time
Type 26. Time to resolution-Met XXVI. All assignees
iii) Fixed Assets inquiries
jjj) Insurance Request
kkk) Intercompany inquiries
lll) Reimbursement Inquiries
mmm) Supplier invoice inquiries
1 Time to 25. Time to resolution breached XXV. Last 4 Weeks
Resolution 26. Supplier invoice inquiries XXVI. All request type
breached in
different
request type

Agent Performance dashboard

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 66. Time to resolution Issue XXVII. All Time
resolution 67. Time to resolution-Met% XXVIII. Request Time
68. Time to resolution-Met
69. Time to resolution Breached
70. Time to resolution Breached
1 SLA By request 27. Time to First response –Met XXVII. All Time
Type 28. Time to resolution-Met XXVIII. All assignees
nnn) Fixed Assets inquiries
ooo) Insurance Request
ppp) Intercompany inquiries
qqq) Reimbursement Inquiries
rrr) Supplier invoice inquiries
1 Time to 27. Time to resolution breached XXVII. Last 4 Weeks
Resolution 28. Supplier invoice inquiries XXVIII. All request type
breached in
different
request type

Issue statistics sheet

Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 71. Time to resolution Issue XXIX. All Time
resolution 72. Time to resolution-Met% XXX. Request Time
73. Time to resolution-Met
74. Time to resolution Breached
75. Time to resolution Breached
1 SLA By request 29. Time to First response –Met XXIX. All Time
Type 30. Time to resolution-Met XXX. All assignees
sss) Fixed Assets inquiries
ttt) Insurance Request
uuu) Intercompany inquiries
vvv) Reimbursement Inquiries
www) Supplier invoice inquiries
1 Time to 29. Time to resolution breached XXIX. Last 4 Weeks
Resolution 30. Supplier invoice inquiries XXX. All request type
breached in
different
request type
MCC Dashboard
Sr Report Description Filter
Time to first response issue
Time to first response –Met % All Time
Time To
1 Time to first response-met All request type
Response
Time to first response-Br
Time to first response-Br
1 Time to 76. Time to resolution Issue XXXI. All Time
resolution 77. Time to resolution-Met% XXXII. Request Time
78. Time to resolution-Met
79. Time to resolution Breached
80. Time to resolution Breached
1 SLA By request 31. Time to First response –Met XXXI. All Time
Type 32. Time to resolution-Met XXXII. All assignees
xxx)Fixed Assets inquiries
yyy) Insurance Request
zzz) Intercompany inquiries
aaaa) Reimbursement Inquiries
bbbb) Supplier invoice inquiries
1 Time to 31. Time to resolution breached XXXI. Last 4 Weeks
Resolution 32. Supplier invoice inquiries XXXII. All request type
breached in
different
request type

Time to First response Met/Breached (Weekly) Time to resolution met vs breached (Weekly)
13. Time to first response- met 13. Time to resolution – met
14. Time to first response- met % 14. Time to resolution – met %
15. Time to first response Breached 15. Time to resolution – breached
16. Time to first response –Target % 16. Time to resolution –Target %

Sr.No Report description Filter

1 Agent Performance  Issue created  All time
table  Issue resolved  All request type
 Open issue
 Time to first response-met
 Time to resolution –met
 Time to first response breached
  Time to resolution breached
 Time to first response average hours
 Time to resolution average hours
 Time to resolution-met %
 Time to resolution breahed %
 Time to first response-met %
 Time to first response-Breached %

Sr.No Report Description Filter

1 SLA Dashboard  Issue created  All time
table  Issue resolved
 Time to first response-met
 Time to resolution –met
 Time to first response breached
 Time to resolution breached
 Time to first response average hours
 Time to resolution average hours
 Time to resolution-met %
 Time to resolution breached %
 Time to first response-met %
 Time to first response-Breached %
 Average review
 Time to resolution trend

Sr.No Report Description Filter

1 Issue Statistics sheet  Issue hyperlink on name  All time
 Issue reporter  All request type
 Issue created date  All statuses
 Issue status updated date
 Issue type
 Issue request type
 Issue team function
 Issue assignee
 Issue line manager
 Issue status
 Issue created
 Issue days in current status

Sr.No Report Description Filter

1 MDM Dashboard  Issue hyperlink on name In progress
 Issue request type
 Issue type
 Issue status
 Issue assignee
 Issue created
 Issue created date
 Issue status updated date
 Issue days in current status
 Issue time to first response breached
 Issue time to resolution breached