Organisation Status  shows an analysis of helpdesk calls for an organisation. This menu shows the "Total" calls created by an organisation, "Open" calls that needs to be resolved and the "Organisation Rating" of closed calls.

Organisation rating is computed via "Helpdesk Survey " and are enumerated to show All, Last Year, This Year, 3,6 and 12-month analysis.

Notes

1. "Organisation Rating" must be enabled for questions in the survey for computations.
2. Ratings are calculated for "Yes/No" and "5Star" questions.
3. "Organisation Status" rate is the average scores for all "Organisation Rating" questions.
   1. For example there are 3 questions.
   2. Results from the responses are as below

      • Questions	Response 1	Response 2	Response 3	Total
        1. Was the issue solved? Yes/No	No	Yes	Yes	2/3
        2. Please rate overall satisfaction (Out of 5 Stars)	1/5	3/5	4/5	8/15
        3.Would you like us to contact you for future surveys? Yes/No	Yes	No	Yes	2/3

   3. Organisation Status rating would be calculated as [(2/3*100)+(8/15*100)+(2/3*100)]/3 = 62.22.
4. Click on the "Grey Triangle next to the customer to view individual calls for an organisation.

Figure 1: Organisation Status