All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgMarch 10, 2019
All ResourcesMemberMetric of the MonthService Desk First Contact Resolution Rate | Metric of the Month Customers tend to be impatient when they want service. It doesn’t matter if they are calling their bank, their cable company, or their service desk. They want a resolution to…Jeffrey RumburgJuly 17, 2018
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Customer Satisfaction | Metric of the Month Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Jeffrey RumburgJune 16, 2018
All ResourcesMetric of the MonthService Desk Service Desk Cost per Ticket Download This Article Forward To A Friend Each month MetricNet highlights one Key Performance Indicator for Service and Support. We define the KPI, provide recent benchmarking data for the metric,…Jeffrey RumburgMay 22, 2017
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Ratio of Agents to Total Headcount Download This Article Forward To A Friend There are a number of ways to measure the efficiency of a service desk or desktop support group. Metrics such as cost…Jeffrey RumburgFebruary 13, 2014
All ResourcesMemberMetric of the MonthService Desk Self Service Completion Rate | IT Service Desk Metrics Download This Article Forward To A Friend The self service completion rate is an IT service desk metric that measures the percentage of level 1 incidents that are self-resolved…Jeffrey RumburgNovember 13, 2013
All ResourcesDesktop SupportMemberMetric of the Month Desktop Support Balanced Scorecard | Metric of the Month Download This Article Forward To A Friend Today’s technologies and reporting packages make it easy to capture copious amounts of performance data. Most support managers can tell you everything from…Jeffrey RumburgOctober 14, 2013
All ResourcesDesktop SupportMemberMetric of the Month Tickets per Technician per Month | MetricNet Download This Article Forward To A Friend Tickets per Technician per Month is a Desktop Support metric. As the name suggests, Tickets per Technician per Month is simply the total…Jeffrey RumburgSeptember 14, 2013
All ResourcesDesktop SupportMemberMetric of the Month Technician Utilization for Desktop Support | Metric of the Month Download This Article Forward To A Friend One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore,…Jeffrey RumburgSeptember 10, 2013
All ResourcesMemberMetric of the MonthService Desk Service Desk Agent Occupancy | IT Service Desk Metrics Download This Article Forward To A Friend Agent occupancy is an IT service desk metric that measures the percentage of logged in time that an agent is actually delivering…Jeffrey RumburgJuly 9, 2013
