Phoenix Health Systems

The Top Ten KPIs To Track

KPIs

• # of Contacts Received

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  How to do this task:

  Subtasks:

• Track the average number of contacts handled per Service Desk analyst.

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  How to do this task:

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• Call Talk & Hold Time

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  How to do this task:

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• Monitor these metrics to determine the source of efficiency inadequacies.

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• Knowledge Sharing

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• Track the frequency of solution creation and the number of updates.

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• Turnaround Time

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  How to do this task:

  Subtasks:

• Assess the average time it takes Service Desk staff to acknowledge and close a ticket.

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• Customer Satisfaction

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  How to do this task:

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• Regularly review the number of surveys sent versus the number of surveys completed.

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  How to do this task:

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• First Call Resolution

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  How to do this task:

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• Measure the percentage of incidents resolved on the first call.

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• Cost Per Incident

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  How to do this task:

  Subtasks:

• Evaluate the cost of staff time and resources by incident.

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  How to do this task:

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• Analyst Satisfaction

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  How to do this task:

  Subtasks:

• Monitor turnover rate, volume of calls handled per analyst, and general satisfaction levels.

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  How to do this task:

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• Recurring Incidents

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  How to do this task:

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• Watch for recurring incidents. Repeat incidents should be given high priority and resolved at the root.

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  How to do this task:

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• # of Unresolved Incidents

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  How to do this task:

  Subtasks:

• Track this metric to ensure that unresolved incidents are managed properly.

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