In TOPdesk, you can make selections of your data to create an overview of relevant information. Selections can give an insight into your service management processes, so you can find opportunities for improvement and make informed decisions. Part I of the Selection tutorials contain the following videos:
How to create a Selection
This video explains how you can create a selection in TOPdesk. In TOPdesk, selections can help you organize information to gain insight into your service management. For example, if you would like to know how many requests are actually solved using standard solutions, you can make a selection of calls based on this criterion.
How to make a Selection based on Date and Time
This video explains how you can use dates and times to make a selection in TOPdesk. If you would like to compare calls that came in last month to calls that came in this month, or find out how many calls come in after office hours the last quarter for example, you can use the date/time selection criterion. You can select the calls based on this time frame. Another example might be that you would like to see how many calls come in after office hours.
How to invert a Selection Criterion
This video explains how you can reverse a selection criterion in TOPdesk. Say you would like to create an overview of all the calls that were solved this week, except calls from HR, because those calls may contain sensitive information. Instead of selecting each operator group except HR, you can select calls solved by HR operators as a criterion and invert this criterion. This changes the ‘only HR calls’ criterion, into an ‘all calls, except HR calls’ criterion.
How to use 'Ask During Selection' Criterion
This video explains how to use the ‘ask during selection’ criterion. Say an operator is becomes falls ill for a week. In this case, you may like to check which calls have been assigned to this operator, to prevent reassign these calls to another operator. Using the ‘ask during selection’ criterion, you can create a selection of open calls, that requires you to provide a specific operator. Thus, you fill in the name of the operator who fell out, and you receive a selection of their open calls.
