The Top Ten KPIs To Track
-
# of Contacts Received
-
Track the average number of contacts handled per Service Desk analyst.
-
Call Talk & Hold Time
-
Monitor these metrics to determine the source of efficiency inadequacies.
-
Knowledge Sharing
-
Track the frequency of solution creation and the number of updates.
-
Turnaround Time
-
Assess the average time it takes Service Desk staff to acknowledge and close a ticket.
-
Customer Satisfaction
-
Regularly review the number of surveys sent versus the number of surveys completed.
-
First Call Resolution
-
Measure the percentage of incidents resolved on the first call.
-
Cost Per Incident
-
Evaluate the cost of staff time and resources by incident.
-
Analyst Satisfaction
-
Monitor turnover rate, volume of calls handled per analyst, and general satisfaction levels.
-
Recurring Incidents
-
Watch for recurring incidents. Repeat incidents should be given high priority and resolved at the root.
-
# of Unresolved Incidents
-
Track this metric to ensure that unresolved incidents are managed properly.