Table of Contents:
1. Purpose – The Administrative Metrics dashboard is the result of cross-collaborative work across the program services office, NYU IT, UDW+ team, Decision Support Group, and key stakeholders representing each department within financial operations & treasury and employee services & systems. When complete, it will include ServiceLink, PeopleLink, StudentLink, call and operational metrics. Focus groups were convened in Q1 2015 to define and prioritize the key performance metrics and reporting needs for functional process owners and executive dashboard users. Data is sourced from ServiceLink, PeopleLink, Cisco, Certax, Stars, PeopleSync, Fame, eReq/SciQuest, and additional manual sources. This data is refreshed nightly as indicated by the date/time stamp in the upper right corner of each dashboard page.
2. Target Audience –
3. Dashboard Pages –
4. Training and Access – Access to the Administrative Metrics dashboard is currently restricted to beta users who have been provisioned UDW+ access and have been onboarded into the beta program. To be added to the group of beta users, contact the Decision Support Group (firstname.lastname@example.org).
5. Data Security –
6. User Notes – Please note that a core set of reporting priorities were defined and addressed in the first version of the Administrative Metrics dashboard. Subsequent releases will continue to incorporate additional reporting needs and data as it becomes available in UDW+. The following table detail the version history of this dashboard:
Summary of Changes
October 2015 (beta)
Release to production: Initial beta prototype of ServiceLink Dashboard with Productivity and Aging sections.
Bug fixes and additional enhancements.
Release to production: ServiceLink Dashboard with Productivity and Aging sections.
Bug fixes and enhancements to Productivity Heat Map.
Release to production: Quality section for ServiceLink Metrics
|1.5||July 2016||Release to production: Quality section for PeopleLink Metrics.|
|1.6||September 2016||Bug fixes and additional enhancements.|
|1.7||October 2016||Release to production: Timeliness section for ServiceLink Metrics|
|1.8||November 2016||Release to production: Productivity and Aging sections for PeopleLink Metrics.|
|1.9||December 2016||Release to production: Timeliness section for PeopleLink Metrics.|
Key Prompts: To accomodate the structure of NYU's ServiceLink model, the Administrative Metrics dashboard organizes data by service tower and assignment group. These filters are located at the top of each page and permit the selection of any division and department available within the dashboard. Data may be viewed for multiple service towers and assignment groups at any given time.
- Period: The dashboard shows information as of a particular period. The available periods include:
Activity for seven days, not inclusive of the current date.
Month-to-date activity, not inclusive of the current date.
Three months of activity,including the current week, not inclusive of the current date.
Sixth months of activity, including the current month, not inclusive of the current date.
One year of activity, including the current month, not inclusive of the current date.
Two years of activity, including the current quarter, not inclusive of the current date.
- Incidents and Requests: Datasets must be filtered to show either incidents or requests. Incidents and requests are created via the intake, which is used when a ticket is created by an agent, via self-service by a client or when a client sends an email to a ServiceLink agent. In turn, all requests and incidents have associated tasks.
Incident: The ticket about something that is broken or not working as intended. Incidents are typically assigned to and owned by a tier 1 assignment group.
Incident Task: A piece of work that someone does in support of fixing the problem cited in an incident. Incident tasks belong to an incident (i.e. in order to have an incident task you must first have an incident). Incident tasks are typically assigned to and owned by a tier 2 (or subject matter expert) assignment group.
Example – Incident = did not get direct deposit in my account. Incident Task #1 = check that financial system is up to date with account #'s.
- Request: A request is a bucket that contains one or more requested items.
- Requested Item: A ticket that is for something you don't already have (e.g. new account) or a question about how to do something/request for information (e.g. how to update payment elections).
- Catalog Task: A piece of work that someone does in support of addressing the question posed in the requested item.
- Tables Reorganization: The column order and sort order of dashboard tables can be reorganized. To rearrange columns, hover your mouse above the column to find the shaded bar. Click on the bar, drag it left or right, and drop it where shaded space appears between columns. To organize the table with sections, drop the shaded bar above the table. To re-sort items in a table column, find the arrows to the right of the column heading and choose ascending or descending sort.
- Idle: If the dashboard stays idle for an extended period some components may not load. Log out and back in again to solve the problem.
7. Support – If there is an issue that you would like to report or you have questions about UDW+, please contact the Decision Support Group by email at askDSG@nyu.edu or call 212-998-2900 (extension 82900).
8. Additional Resources – Training is recommended for those who are new to UDW+. To schedule a one-on-one training session, contact the Decision Support Group at 212-998-2900 or email email@example.com. The NYU Business Glossary is a living document that contains commonly used NYU business terms for reference.