ASL Incident management

45 KPIs

% 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

[number of incorrect assigned incidents] % of [number of assigned incidents]

% of incorrectly assigned service requests

[number of incorrect assigned requests] % of [number of assigned requests]

% of open service requests worked on

% of outage due to incidents (unplanned unavailability)

% of overdue incidents

[number of overdue incidents (not closed and not solved within the established time frame)] percentage of [total number of open (not closed) incidents]

% of overdue service requests

[number of overdue service requests (not closed and not solved within the established time frame)] percentage of total number of open (not closed) 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

[Service request resolved within the agreed time] percentage of [Total service request]

% of unmodified/neglected incidents

% of workarounds to service requests applied

Average after call work time

Average cost to solve an incident

[total cost to solve incidents] divided by [number of incidents]

Average incident closure duration

Average incident response time

average(incident response time)

Average number of (re)-assignments of incidents

average(number of re-assignments per incident)

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)

average(customer satisfaction score)

First line service request closure rate

[number of requests closed by the service desk, i.e. the first line support teams] percentage of [total number of requests]

First-call resolution rate

[customer issue solved in first phone call] percentage of [total customer issues]

Incident backlog

Incident queue rate

[number of incidents closed] divided by [number of incidents opened]

Mean Time to Repair (MTTR)

Average of time between resolution of incident and start of incident

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

[average spent duration of service requests closed] divided by [average allowed duration of those requests closed]

Service request queue rate

[number of requests closed] divided by [number of requests opened]