ASL Incident management

% of calls transferred

% of escalated service requests

% of first-line resolution of service requests

% of incidents fixed before users notice

% of incidents resolved remotely

% of incidents solved within deadline/target

% of incidents which change prio during the lifecycle

% of incorrectly assigned incidents

% of incorrectly assigned service requests

% of open service requests worked on

% of outage due to incidents (unplanned unavailability)

% of overdue incidents

% of overdue service requests

% of reopened incidents

% of reopened service requests

% of repeat incidents

% of service requests posted via web (self-help)

% of service requests resolved within an agreed-upon period of time

% of unmodified/neglected incidents

% of workarounds to service requests applied

Average after call work time

Average cost to solve an incident

Average incident closure duration

Average incident response time

Average number of (re)-assignments of incidents

Average number of (re)-assignments of service requests

Average number of calls / service request per handler

Average overdue time of overdue service requests

Average service request closure duration

Costs of operating call center / service desk

Customer satisfaction (index)

Email Backlog

First line service request closure rate

First-call resolution rate

Incident backlog

Incident queue rate

Mean Time to Repair (MTTR)

Number of complaints

Number of compliments

Number of incidents caused by deficient user training

Number of training calls handled by the service desk

Old incident backlog

Service request backlog

Service request closure duration rate

Service request queue rate