Dashboards and follow-up

The main side menu in Sweet One contains Follow-up section where you can find standardized dashboards for follow up purpose regarding cases, deals, activities and telemarketing.

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Cases

Case section contains 4 standardized graphs for follow up on key figures for:

  • Number of cases
  • Case pipeline
  • Average handling time
  • Average handling time by status

All graphs contain filter functionality. By clicking the expand button the filter is expanded. When you have selected your filter, click update and the graph will be adjusted to the new preferences.

Cases – number of registered cases

Number of registered cases graph shows the number of new cases created by selected periodicity, default month, for running 12 (current month and last 11 months).

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Purpose - the purpose is to present tendency and variation in number of new cases by a period of time.

Definition - cases which have been created in the system and have a created date are defined as registered.

Rules - cases will be presented in the period (bar) of created date.

Functionality:

  • Periodicity - can be changed to by week, by month or by quarter.
  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (of case)
    • Status
  • Hoover bars in chart for detailed info

Cases – Case pipeline

Case pipeline graph shows the number of open (not closed) cases by status. The graph also shows share of cases within deadline and those where the deadline has passed.

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Purpose -the purpose is to present the current case pipeline and cases which are not handled within the deadline.

Definition:

  • Deadline has passed: cases with passed planned end date.
  • Within deadline: cases without or with future planned end date.

Rules - a case is represented by it’s current status.

Functionality:

  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (of case)
    • Registration date
  • Hoover bars in chart for detailed info

Cases – Average handling time

AHT (Average Handling Time) graph shows the average handling time (in hours) for cases by selected periodicity, default month, for running 12 (current month and last 11 months).

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Purpose - the purpose is to present tendency and variation for average handing time for cases by a period of time.

Definition - the definition of handling time is the period from register date (and time, automatically set when case is created) to the actual end date (and time, automatically set when case is closed).

Rules - cases will be presented in the period of the actual end date. Cases without an actual end date will not be presented in the graph, therefore open cases are not represented.

Functionality:

  • Periodicity - can be changed to by week, by month or by quarter.
  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (of case)
  • Hoover bars in chart for detailed info

Cases – Average Handling Time by status

AHT by status graph shows the average handling time (in hours) by status for the last 30 days.

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Purpose - the purpose is to present current figures and variation for average handing time for each status.

Definition - the definition of handling time by a status is the period a case has been in a specific status before status change and is calculated from time bars for status changes.

Rules - only statuses with representable data will be presented in the graph. For example: statuses which have never been used will not be shown. When a status change has been made on a case the case will be represented in the graph.

Functionality:

  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (of case)
    • Actual end date (default last 30 days)
  • Hoover bars in chart for detailed info

Deals

Deals section contains 4 standardized graphs for follow up on key figures of:

  • Ongoing deals
  • Won deals
  • Registered deals
  • Top list won deals

All graphs contain filter functionality. By clicking the expand button the filter is expanded. When you have selected your filter, click update and the graph will be updated by the new preferences.

Deals – Ongoing deals

Ongoing deals graph shows the value of all ongoing deals (regardless of status) by periodicity, default by month.

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Purpose - the purpose is to manage sales pipeline and monitor the progress of new and existing opportunities.

Definition - deals with decided status are defined as ongoing.

Rules:

  • Deals will be presented in the period (bar) of the Estimating closing date.
  • Only periods (bar) with representable data will be shown in the graph.

Functionality:

  • Periodicity - can be changed to by week, by month or by quarter.
  • Unit - change between value and number of deals
  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (of case)
    • Status
  • Hoover bars in chart for detailed info

Deals – Won deals

Won deals graph shows the value of won deals (regardless of status) by periodicity, default by month, for running 12 (current month and last 11 months). The graph contains values for current 12-month period and the previous period for comparing reasons.

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Purpose - monitoring the level of won deals in comparison with other periods of time.

Definition - deals with decided status won are defined as won deals.

Rules:

  • Deals will be presented in the period (bar) of the estimating closing date.

Functionality:

  • Periodicity - can be changed to by week, by month or by quarter.
  • Unit - change between value and number of deals
  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (of case)
    • Status
    • Estimated end date (Estimated closing date)
  • Hoover bars in chart for detailed info

Deals – Registered deals

Registered deals graph shows the value of new registered deals (regardless of status) by periodicity, default by week, for a 10-week period (current week and last 9 weeks).

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Purpose - the purpose is to monitor the level of generation of new opportunities.

Definition - deals that have been registered in the system and have a created date are defined as registered deals.

Rules:

  • Deals will be presented in the period (bar) of the created date.

Functionality:

  • Periodicity - can be changed to by week, by month or by quarter.
  • Unit - change between value and number of deals
  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Created date
  • Hoover bars in chart for detailed info

Deals – Top list won deals

Top list won deals graph shows the value of won deals by responsible user for running 12.

Das1

Purpose - the purpose is to compare and motivate sales responsible.

Definition - the definition of Won deals is deals with decided status Won.

Rules:

  • Deals will be presented if the estimated closing date is within the measured period of time (defeat running 12).

Functionality:

  • Unit - change between value and number of deals
  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Estimated closing date
  • Hoover bars in chart for detailed info

Activities

Activities selection contains 3 standardized graphs for follow up on key figures for:

  • Appointments (number of)
  • Appointments by user group (number of)
  • Appointments by responsible (number of)

All graphs contain filter functionality. By clicking the expand button the filter is expanded. When you have selected your filter, click update and the graph will be adjusted to the new preferences.

Activities – Appointments

Appointments graph shows the number of appointments by selected periodicity, default week (for +/- 4 weeks by default).

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Purpose - the purpose is to present the level of scheduled appointments for a period of time and follow up if they have been performed or not.

Definition - an appointment is performed when it has been saved as done (checkbox on activity).

Rules - appointments will be presented in the period (bar) of the start date.

Functionality:

  • Periodicity - can be changed to by week, by month or by quarter.
  • Filter: can be filtered by:
    • Responsible (user)
    • User group
    • Category
    • Stat date
  • Hoover bars in chart for detailed info

Activities – Appointments by user group

Appointments by user group graph shows the number of appointments by user group (for +/- 2 weeks by default).

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Purpose - the purpose is to present and compare the number of scheduled appointments on user group level for a period of time and follow up if they have been performed or not.

Definition - an appointment is performed when it has been saved as done (checkbox on activity).

Rules - appointments will be presented in the user group where the responsible user (for the appointment) is a member of.

Functionality:

  • Filter - can be filtered by:
    • User group
    • Category
    • Stat date
  • Hoover bars in chart for detailed info

Activities – Appointments by responsible

Appointments by responsible graph shows the number of appointments by responsible user (for +/- 2 weeks by default).

Das2

Purpose -the purpose is to present and compare the number of scheduled appointments on user level for a period of time and follow up if they have been performed or not.

Definition - an appointment is performed when it has been saved as done (checkbox on activity).

Rules - appointments will be presented by responsible user (for the appointment).

Functionality:

  • Filter - can be filtered by:
    • Responsible
    • User group
    • Category
    • Stat date
  • Hoover bars in chart for detailed info

TM Activities

TM Activities graph contains 2 standardized graphs for follow up on key figures for:

  • Outcome by response
  • Top list

All graphs contain filter functionality. By clicking the expand button the filter is expanded. When you have selected your filter, click update and the graph will be adjusted to the new preferences.

TM Activities – Outcome by response

Outcome by response graph shows the number of performed target group posts by response (by default for current week).

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Purpose - the purpose is to present the number of TM calls by response performed during a period of time.

Definition - performed TM call is a target group post saved with a response code.

Rules - TM call is represented if the last updated date is within the selected period of time.

Functionality:

  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (object)
    • TM activity
    • Updated date
  • Hoover bars in chart for detailed info

TM Activities – Top list

Top list graph shows the number of performed and accepted TM calls by responsible user (by default for current week).

Das3

Purpose - the purpose is to compare and motivate co-workers.

Definition - performed and accepted TM call is a target group post saved with response code accepted.

Rules - TM call is represented if last updated date is within the selected period of time.

Functionality:

  • Filter - can be filtered by:
    • Responsible (user)
    • User group
    • Type (object)
    • TM activity
    • Updated date
    • Top (number of places in top list)
  • Hoover bars in chart for detailed info