Help / Support Desk

% of callers given satisfaction surveys

% of high priority service requests registered

% of incidents reported more than once by customer

% of overdue service requests

% of resolved calls that have not been closed

% of Service Desk Availabilty

% of service requests closed before deadline

% of service requests closed with all data fields completed

% of service requests remaining in 'Plan' status.

% of service requests remaining in 'Request' status

% of service requests with 'Delay' status

% of service requests with 'Delay' status due to third party

% of service requests with 'Delay' status due to unavailability of equipment

% of service requests with 'Delay' status due to unavailability of manpower

% of service requests with 'Delay' status due to unavailability of resources

% of service requests with 'Delay' status due to unavailability of services

% of service requests with all data fields completed

% of service requests with all planning data completed

% of service requests with man-hour estimate within 10% of actual

% of service requests with schedule date earlier or equal to late finish date

% of tickets closed without Request

Average number of calls / service request per handler

Average overdue time of overdue service requests

Average time open of unsolved service requests

Average time to solve service request

Backlog change of service requests

Costs of operating call center / service desk

Number of Knowledge Base Articles Contributed

Number of new service requests

Number of open service requests

Number of open service requests older than 28 days

Number of overdue support tickets

Number of service requests solved on first-call

Number of service requests solved on first-line

Number of service requests solved within deadline

Number of solved service requests

Service Call Abandoned Rate

Service request closure duration rate

Service request queue rate