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Help Desk Reporting Metrics: The top 10 questions

August 5, 2021 Wayne 0

There are specific industry-standard Help Desk reporting metrics based on commonly accepted key performance indicators (KPI). These Help Desk reporting metrics are used to understand how the agent and the team are performing against a baseline. The baseline is a snapshot of current performance and similar industry Help Desks. This means a manager of Help Desk agents can review performance with quantifiable data and make decisions. Help Desk Reporting Metrics Process Question 1 – Do […]

Performance Reporting: Help Desk Metrics

August 21, 2016 Wayne 0

Key performance indicators (KPI) are used for performance reporting to help management understand how the team is performing. It is important to ensure you are capturing accurate performance reporting data to measure, manage and implement continuous improvement efforts. Most of your performance reporting data will come from your phone system, ticketing system, customer surveys and Help Desk audit program scorecards. Performance reporting is not just one snapshot of a point of time but a trend […]

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Help Desk KPI Key Performance Indicators metrics

July 25, 2012 Wayne 1

Help Desk Key Performance Indicators or Helpdesk KPI are metrics used by Help Desk Managers to understand how well the Help Desk is performing in relation to their strategic goals and objectives. Help Desk KPIs metrics will help capture the internal workings and productivity measurements of the Help Desk and provide measurable results if the team is on track or not. One Help Desk KPI is Help Desk Agent occupancy, which is how much time […]