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    Help Desk Flow template for Visio 2010

    System requirements                   Instructions                   Online view

    Use this Microsoft 2010 Visio template to document your help desk process flow and measure activity. This template provides a basic overview of a typical help desk process, from the point of problem identification to resolution. By mapping call data to the process flow, this template also shows how you can get a summary view of actual help desk activity and performance each month, including total number of calls, average wait per call, average time on call, and total percentage of calls resolved. This template could also be customized for similar customer-facing processes, such as telemarketing, order processing, and field service.

    Download contents:

    • Help Desk Flow Data.xlsx
    • Help Desk Flow Data2.xlsx
    • Help Desk-Flow.vst

    Publisher: Microsoft

    • Supported operating systems: Windows Server 2008, Windows Server 2003 with Service Pack (SP) 2,
      Windows 7, Windows Vista SP1, Windows XP
    • Visio 2010

    1. Click the Download now button to go to the Microsoft Download Center.

    2. Save the sample diagram to your computer and then open it with Visio 2010.

    3. To customize the data linked to the template, download either Help Desk Flow Data.xlsx or Help Desk Flow Data2.xlsx and populate it with your own call data.

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    What am I looking at?

    The diagram you can see here is a web view of the sample diagram, published through Visio Services. Using the controls at the top, you can change which section of the diagram you see, zoom in or out for a closer or wider view, and even see linked data sources through the shape information pane.

    With Visio Services and either Visio Professional 2010 or Visio Premium 2010, you can publish any type of diagram (static or data-linked) to SharePoint, so others can view the diagram without needing to have Visio installed on their machines.