The Top Ten KPIs To Track

Track KPIs
  • # 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.

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