Metrics & KPIsHelp / Support Desk
39 KPIs
% 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