The Top Ten KPIs To Track template

# 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.