{"text_format":"1","workbook":"xlsx","n_sheets":16,"sheets":["Instructions","Requests - services","Requests - solvers","List of requests","Request flow","First reaction - average","First reaction - performance","Continuous informing - average","Time to resolve - average","Time in statuses","Log","Requests","Creation of requests","Resolving of requests","Satisfaction survey","Searching"],"not_rendered":{"charts":14,"images":1,"macros":1,"external_links":0,"defined_names":6,"comments":0,"pivot_tables":15},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900"}

{"sheet":"Instructions","index":0,"n_rows":20,"n_cols":1,"rows_kept":20,"cut":false,"hidden":false,"merged":[]}
["Instructions"]
["If you're using the Azure SQL Database, in the “Connection provider” field, select “Microsoft OLE DB Driver for SQL Server (MS Azure)”. In this case, the relevant driver needs to be installed on the computer."]
["Enter the name of the SQL Server, the ALVAO system database name and press the “Set up a connection to the SQL Server” button:"]
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["Connection provider:"]
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["Server:"]
["localhost"]
["Database name:"]
["alvao"]
["Analyze only the last N days (recommended value: 100 days):"]
[100]
["User data shown:"]
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["Next time you open a sheet that is already connected to the SQL Server, you can update the data via the Data - Update all command"]
["Note: \n- Pressing “Configure SQL Server connection” will load data into the workbook, but only those to which the currently-signed-in user has access to based on his/her permissions.\n- If you leave the field “Only analyze the last N days” empty, then all the data will be loaded into the workbook without any time restriction.\n- If new custom items were created in the database or their names were changed, use the File - Database - “Update data for reports” maintenance command in the Admin application and update data in this workbook.\n- If you want to delete all the data from a workbook, press the “Remove data” button.\n You can remove sheets that are not needed from the workbook. This will speed up data updating.\n- Sheets in the workbook can be copied as needed; this will not slow down data updating."]
["Notification: \n- Time data is shown in UTC format (time zone +00:00). For example, while using the CET time zone (Central European Time), the time data shown in the workbook is shifted by 1 hour (winter time), respectively by 2 hours (summer time) back with respect to local time.\n- Before assigning the workbook to another user, use the \"Delete data\" button that deletes all data from the workbook including access authorizations.\n- Connection to Azure SQL Database by multi-factor authorization, see https://doc.alvao.com/support/doc/cs/alvao_10_4/troubleshooting/article.aspx?id=108223."]

{"sheet":"Requests - services","index":1,"n_rows":31,"n_cols":2,"rows_kept":31,"cut":false,"hidden":false,"merged":[]}
["Open requests - services"]
["The chart shows requests for individual services and statuses."]
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["KPI: The number of open requests for a certain service and status."]
["Overall status","(All)"]
["Solver","(All)"]
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["Number from Request number","Column descriptions"]
["Service"]

{"sheet":"Requests - solvers","index":2,"n_rows":32,"n_cols":2,"rows_kept":32,"cut":false,"hidden":false,"merged":[]}
["Open requests - solvers"]
["The chart shows requests for individual solvers and in individual statuses."]
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["KPI: The number of open requests for a certain solver and in a certain status."]
["Overall status","(All)"]
["Service","(All)"]
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["Number from Request number","Column descriptions"]
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["Solver"]

{"sheet":"List of requests","index":3,"n_rows":33,"n_cols":2,"rows_kept":33,"cut":false,"hidden":false,"merged":[]}
["List of requests"]
["The chart shows the difference between the number of created and the number of closed requests in individual weeks."]
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["KPI: Difference between the number of created and the number of closed requests in a certain week."]
["The KPI value should be close to zero. If the service capacity suffices to cover service demand, then the long-term KPI average is 0. If the average is greater than 0, then the service cannot cover demand in the long term."]
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["Service","(All)"]
["Solver","(All)"]
[]
["Week starting (UTC)","Total from Change in the number of opened requests"]

{"sheet":"Request flow","index":4,"n_rows":33,"n_cols":2,"rows_kept":33,"cut":false,"hidden":false,"merged":[]}
["Request flow"]
["The chart shows the number of created and closed requests over time."]
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["KPI: Number of created, resolved, closed and deleted requests in a certain week."]
["The number of closed requests should match the number of created requests."]
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["Service","(All)"]
["Solver","(All)"]
[]
["Number from Request number","Operation"]
["Week starting (UTC)"]

{"sheet":"First reaction - average","index":5,"n_rows":36,"n_cols":2,"rows_kept":36,"cut":false,"hidden":false,"merged":[]}
["First reaction - average"]
["The chart shows the average first response time (in the number of hours elapsed during service operation hours) in individual weeks."]
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["KPI: Average first response time (in the number of hours elapsed during service operation hours) in a certain week."]
["We recommend setting an upper limit that should not be exceeded by the KPI, for example, 8 hours."]
["First reaction is the first event recorded in the request log directed from the service vendor to the customer (e.g., an email or phone call)."]
["First response time is the time elapsed from the request creation until the first response to it."]
[]
["Service","(All)"]
["Solver","(All)"]
[]
["Week starting (UTC)","Average Response time (hours)"]

{"sheet":"First reaction - performance","index":6,"n_rows":37,"n_cols":2,"rows_kept":37,"cut":false,"hidden":false,"merged":[]}
["First reaction - performance"]
["The chart shows the number of times the first response time was exceeded and the number of all first responses in individual months."]
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["KPI: Number of times the first response time was exceeded in a certain month."]
["The KPI value should be close to zero."]
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["Service","(All)"]
["Solver","(All)"]
[]
["Week starting (UTC)"]

{"sheet":"Continuous informing - average","index":7,"n_rows":37,"n_cols":2,"rows_kept":37,"cut":false,"hidden":false,"merged":[]}
["Continuous informing by the vendor - average"]
["The chart shows the average continuous informing time for messages sent by the vendor to the customer (in the number of hours elapsed during service operation hours) in individual weeks."]
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["KPI: Average continuous informing time for messages sent by the vendor to the customer (in the number of hours elapsed during service operation hours) in a certain week."]
["We recommend setting an upper limit that should not be exceeded by the KPI, for example, 40 hours."]
["Continuous informing by the supplier are messages (e-mails or phone calls) sent by the supplier of service to the customer in the course of his request. "]
["Continuous informing time is the time between consecutive information messages."]
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[]
["Service","(All)"]
["Solver","(All)"]
[]
["Week starting (UTC)","Average time (hours)"]

{"sheet":"Time to resolve - average","index":8,"n_rows":35,"n_cols":2,"rows_kept":35,"cut":false,"hidden":false,"merged":[]}
["Time to resolve - average"]
["The chart shows the average time to resolve (in the number of hours elapsed during service operation hours) in individual weeks."]
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["KPI: Average time to resolve (in the number of hours elapsed during service operation hours) in a certain week."]
["The time to resolve is the time elapsed from the request creation until its resolution (i.e., until it receives the Resolved status)."]
[]
["Service","(All)"]
["Solver","(All)"]
[]
["Week starting (UTC)","Average Time to resolve (hours)"]

{"sheet":"Time in statuses","index":9,"n_rows":38,"n_cols":2,"rows_kept":38,"cut":false,"hidden":false,"merged":[]}
["Time in statuses"]
["The chart shows a complete time and time in the operating hours spent in individual request statuses."]
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["KPI: Time in status"]
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["Request tag and title","(All)"]
[]
[null,"Values"]
["Line descriptions"]

{"sheet":"Log","index":10,"n_rows":41,"n_cols":2,"rows_kept":41,"cut":false,"hidden":false,"merged":[[3,0,3,6],[4,0,4,6],[5,0,5,6],[6,0,6,6]]}
["Log"]
["The chart shows the number of events in individual weeks, grouped by the event kind."]
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["KPI: Number of events of a certain kind in a certain week."]
[]
["Service","(All)"]
["From","(All)"]
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["Count of Total time (hours)","Column descriptions"]
["Week starting (UTC)"]

{"sheet":"Requests","index":11,"n_rows":34,"n_cols":2,"rows_kept":34,"cut":false,"hidden":false,"merged":[]}
["Requests"]
["The chart shows the number of requests based on the submission method."]
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["KPI: The number of requests submitted in a certain manner."]
["Overall status","(All)"]
["Service","(All)"]
["Date (UTC)","(All)"]
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["Submission method","Number from Request number"]

{"sheet":"Creation of requests","index":12,"n_rows":32,"n_cols":2,"rows_kept":32,"cut":false,"hidden":false,"merged":[]}
["Creation of requests"]
["The chart shows the number of created requests depending on the day of the week and hour of the day."]
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["KPI: The number of requests created on a certain day, week and hour."]
["From the number of hours and number of requests, we can set, for example, the TP working hours."]
["Overall status","(All)"]
["Service","(All)"]
["Date (UTC)","(All)"]
[]
["Weekday (UTC)","Number from Request number"]

{"sheet":"Resolving of requests","index":13,"n_rows":31,"n_cols":2,"rows_kept":31,"cut":false,"hidden":false,"merged":[]}
["Resolving of requests"]
["The chart shows the number of resolved requests depending on the day of the week and hour of the day."]
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["KPI: Number of resolved requests on a certain day, week and hour."]
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["Service","(All)"]
["Solver","(All)"]
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["Weekday (UTC)","Number from Request number"]

{"sheet":"Satisfaction survey","index":14,"n_rows":32,"n_cols":2,"rows_kept":32,"cut":false,"hidden":false,"merged":[]}
["Satisfaction survey"]
["The chart shows the average satisfaction of requesters in individual areas and weeks. Value meaning: 1=Satisfied, 4=Dissatisfied."]
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["KPI: Average requester satisfaction in individual areas in a certain week."]
["Satisfaction for each handled request is determined with a satisfaction survey (see the ALVAO Satisfaction Feedback module)."]
[]
["Service","(All)"]
["Solver","(All)"]
[]
["Week starting (UTC)"]

{"sheet":"Searching","index":15,"n_rows":5,"n_cols":2,"rows_kept":5,"cut":false,"hidden":false,"merged":[]}
["Searching"]
[]
["Search date - Week from (UTC)","(All)"]
[]
["Term"]