Description
Report Number:
DS-US-IN-0723-PRO
Number of data records in report:
34
Number of KPIs in report:
29
Report Production Date:
June 2023
Currency Units:
US Dollars $
Cost Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request
Quality Metrics
Customer Satisfaction
Incident First Contact Resolution Rate
% Resolved Level 1 Capable
Ticket Quality
Productivity Metrics
Technician Utilization
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Ratio of Technicians to total Headcount
Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved within 1 Business Day
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled within 3 Business Days
Technician Metrics
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Technician Tenure
Ticket Handling Metrics
Average Incident Work Time (minutes)
Average Service Request Work Time (minutes)
Average Travel Time per Ticket (minutes)
Workload Metrics
Tickets per User per Month
Incidents per User per Month
Service Requests per User per Month
Incidents as a % of Total Ticket Volume
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