In Fracttal One, request analysis allows you to consult and review information related to the requests registered on the platform. To access this information, go to the Business Intelligence module and select the Request Analysis option.
In this module, you can analyze and have full traceability of the work requests that have been reported and managed on the platform.
Dashboard
Provides a comprehensive summary of work request management. It includes a comparison between reported and resolved requests, the total number of requests, resolved and unresolved, average response times, distribution of requests by status, and analysis of received ratings. This dashboard offers a clear view of performance and efficiency in request management.
Created vs Finished Work Requests
Bar chart comparing reported requests versus resolved requests, accompanied by a trend line highlighting the evolution of each data set over time.
Number of Requests Created: Represents the total number of maintenance requests generated within a specific period.
Number of Requests Resolved: Indicates the total number of maintenance requests that have been successfully completed.
Resolved Requests = Resolved without Work Order + Resolved with Work Order + Rejected + Canceled
Number of Unresolved Requests: Shows the number of requests that still require attention or resolution.
Unresolved Requests = Open + In Progress + Work Order In Progress + Waiting for Another Work Order + Waiting for a Work Order + Work Order Under Review + Request Removed from Pending Tasks
Note: The full details are available in the "Work Requests" module.
Requests by Status
Horizontal bar chart showing the distribution of all requests within a given time period, classified by their status. This chart clearly visualizes the number of requests per status, facilitating management analysis and progress tracking.
Average Times
Average Time to First Response: Reflects the average period from the creation of the request to the first interaction or response from the maintenance team. This time is essential as it directly impacts the commitment to provide prompt responses.
Average Waiting Time for Solution: Represents the average time users must wait from the creation of the request until it is fully resolved by the maintenance team.
Average Resolution Time: Indicates the average duration it takes to resolve a request from its creation. This indicator influences operational efficiency and internal customer satisfaction.
Note: This informational box details the data source, ensuring transparency and guaranteeing understanding and reliability of the information.
Percentage and Average of Ratings
Percentage of Rated Requests: Shows the percentage of requests that have been evaluated or rated by users after their resolution. A high rating rate may indicate good internal customer satisfaction.
Average Rating: Represents the average score given by users to the solutions provided by the maintenance team. It serves as a key indicator of the quality of service delivered.
Within the Dashboard, users can download charts in SVG, PNG, and CSV formats, providing flexibility and ease in managing visual information.
The SVG format allows scalability without loss of quality, ideal for adapting to different platforms and sizes.
The PNG ensures high-quality images with transparency, perfect for sharing clear charts.
The CSV facilitates access to underlying data in tabular format, enabling detailed analysis and efficient collaboration.
These options enhance the user experience, promote collaboration, and ensure effective dissemination of information to support informed decisions.
Rating
The Rating by Responsible is a system designed to evaluate and assign a score to the individual performance of a responsible person, whether an employee, team leader, or another person in charge of managing work requests registered on the platform.
Assets in Work Request
In this tab, you can quickly see the list of assets that have submitted work requests, as well as the count of requests for each of these assets. This type of analysis is very important as it allows identifying which assets have had the highest number of events for which an unplanned work request has been raised.