This section highlights the current health status of each KPI based on the results of the most recently completed fiscal quarter.
Definitions:
| KPI | Current Health Status |
|---|---|
| Deal Desk Case SLA | Red (Note: Data is skewed due to global Private Offer support centralized in west coast AMER) |
| Deal Desk Support Satisfaction | Green |
| Opportunity Approval SLA | Green |
| Opportunity Approval Accuracy | Yellow |
| Regional Support Satisfaction: Deal Desk | Green |
| Regional Support Satisfaction: Order Management | Yellow |
Deal Desk KPIs are outlined on the Deal Desk handbook page. Order Management KPIs are outlined on the Order Management handbook page.
| Deal Desk KPIs | Target | Actual (AVG) | Total Record Count |
|---|---|---|---|
| Deal Desk Case Resolution | 6 Hours | 4 Hours 15 Min | 9339 Cases |
| Time to close Sales support cases | |||
| Regional Support Satisfaction | 92% | 92.10% | 35/38 positive responses |
| Measured via Q1FY23 CSAT Survey | |||
| Q2C Efficiency Improvements | See: Q1FY23 CSAT Survey Results | FY23 Q2C Systems Issues | 44 Q2C Systems Issues opened in Q1FY23 |
| Issues / Documentation to improve Q2C |
| Order Management KPIs | Target | Actual (AVG) | Total Record Count |
|---|---|---|---|
| Opportunity Approval SLA | 24 Hours | 21 Hours 30 Min | 3139 Opportunities |
| Opportunity Booking Process | |||
| Opportunity Approval Accuracy | 95% Accuracy | 95.64% | 137 rejections |
| 95% of all opportunities submitted to finance should be accurate | |||
| Regional Support Satisfaction | 92% | 91.89% | 34/37 positive responses |
| Measured via Q1FY23 CSAT Survey |
*All results are global. For region-specific results, review the Q1FY23 Global Deal Desk Order Management KPI Results Issue.
| Deal Desk KPIs | Target | Actual (AVG) | Total Record Count |
|---|---|---|---|
| Deal Desk Case Resolution | 6 Hours | 8 Hours 16 Min | 12,278 Cases |
| Time to close Sales support cases | |||
| Regional Support Satisfaction | 92% | 94.12% | 32/34 positive responses |
| Measured via Q2FY23 CSAT Survey | |||
| Q2C Efficiency Improvements | See: Q2FY23 CSAT Survey Results | FY23 Q2 Q2C Systems Issues | 34 Q2C Systems Issues closed in Q2FY23 |
| Order Management KPIs | Target | Actual (AVG) | Total Record Count |
|---|---|---|---|
| Opportunity Approval SLA | 24 Hours | 17 Hours, 24 Min | 3,670 Opportunities |
| Opportunity Booking Process | |||
| Opportunity Approval Accuracy | 95% Accuracy | 94.73% | 185 rejections |
| 95% of all opportunities submitted to finance should be accurate | |||
| Regional Support Satisfaction | 92% | 88.24% | 30/34 positive responses |
| Measured via Q2FY23 CSAT Survey) |
*All results are global. For region-specific results, review the Q2FY23 Global Deal Desk Order Management KPI Results Issue.
Results Posted Nov 2023.
Results posted Feb 2024.
