Benchmarking is not efficient for reporting at scale, as result of no multi-picklist capability whereas I can select multiple categories, agents etc. to filter in benchmarking for a specific departmental services. We have 56 service agents licensed in our service desk for departmental ticketing, such as IT, Facilities, HR, Lab Automation, Talent Development to name a few, but only need to include assignees, and categories applicable to an individual department.
For instance, I need to include 18 assignees, and 16 categories specific to the department ticket types, but can only apply a single assignee/agent, a single category and so on.
When opting to use the service desk data in the editing pane, the output is inaccurate.
Without a multi-picklist option, benchmarking is a useless feature for my organization's reporting needs. \\\\\\\\\\\\\\\\\\\\
