Questionnaire
Reporting & KPIs
Which dashboards do you deliver per audience, at which frequency, on which measurement definitions? Settle reporting upfront and you configure the right fields and filters later.
Updated May 18, 2026
Questionnaire · 4.10
Why this now
Reporting designed too late leads to a platform full of tickets and bookings where you discover after the fact that the right classification is missing. “I want to see how many hardware incidents we have” — but the categorisation doesn’t distinguish hardware from software. You can’t fix that retroactively. Decide what you want to measure first; configure to match.
What do you deliver?
Reporting catalogue
List of dashboards and reports per audience, with frequency and distribution channel.
KPI glossary
Per KPI: definition, numerator, denominator, scope, exclusions, owner.
Field/classification requirements
Which fields must the configurator guarantee to allow the KPIs to be measured?
Distribution agreement
Who receives which report, when, via which channel (Power BI, email, portal)?
Key questions
- 1Per audience — operational team, tactical manager, executive, customer or stakeholder — which information do they really need to make decisions?
- 2Which KPIs are fixed (OLA, SLA compliance, occupancy, lead time, CSAT, NPS)? Which do you want to introduce?
- 3Measurement definition — exact: SLA compliance on P1 and P2 tickets, excluding cancelled, measured per calendar week?
- 4Frequency & cadence — real-time dashboard, daily email, weekly team report, monthly executive publication?
- 5Distribution channel — Power BI workspace (which one), email PDF, dashboard inside Gfacility, API to BI platform?
- 6Access & row-level security — can a team lead see all teams or only their own? How do you model that?
- 7Thresholds & alerts — which values trigger an alert (SLA < 90%, no-show > 25%)? To whom and how?
- 8Field requirements — which classifications, tags, custom fields are required to measure the KPIs correctly?
- 9History & trend — how far back do you look? If you want YoY comparison, you have to structure "last year" data now.
- 10Owner per report — who reviews the numbers before publication, who answers questions, who adjusts the report on change?
Template — KPI glossary
| KPI | Definition | Numerator | Denominator | Exclusions | Cadence | Target |
|---|---|---|---|---|---|---|
| SLA compliance Tickets | % tickets resolved within SLA | Tickets with resolved_at − created_at ≤ SLA | All resolved tickets | Cancelled, duplicate | Weekly | > 92% |
| Room occupancy | % capacity used | Bookings × attendees × time | Available capacity × time | Boardroom, blocked days | Daily | 50-70% |
| No-show rate | % bookings without check-in | Bookings without check-in | All bookings with check-in required | VIP rooms | Weekly | < 10% |
| CSAT (helpdesk) | Average score | Sum of scores | Number of answers | Cancelled tickets | Monthly | > 4.3/5 |
| … | … | … | … | … | … | … |
Template — Report distribution
| Report | Audience | Frequency | Channel | Owner |
|---|---|---|---|---|
| Tickets today | L1 team | Real-time | Gfacility dashboard | Service Manager |
| Weekly SLA report | Service managers | Monday 8am | Power BI + email PDF | Service Manager |
| Occupancy dashboard | FM + HR | Daily | Power BI | FM mgr |
| Executive report | C-suite | Monthly | PDF + presentation | COO |
| … | … | … | … | … |