MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Real-world examples of how MetricNet's solutions drive client success and performance improvements.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
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This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
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PDF Benchmarking Report SAMPLE Excel Benchmarking Data File SAMPLE
Report Number: NOC-NA-IN-0823
Number of data records in report: 34
Number of KPIs in report: 21
Report Production Date: August 2023
Currency Units: US Dollars $
Cost Metrics Monthly Cost per Device Monitored Cost per Ticket
Service Level Metrics Average Ticket Response Time (minutes) Average Ticket Resolution Time (hours) % of Closed Tickets that Meet or Exceed all Service Levels Same Day Resolution
Quality Metrics Ratio of Tickets to Alerts Average Server Availability Average Network Infrastructure Availability Automation Attempts (% of Total Alerts Generated) Auto Close (% of Automation Attempts) Average Monthly Tickets per Monitored Device Average Days of Open Tickets
Workload Metrics Desktops Managed Servers Managed Network Devices Other Devices Total Monitored Devices Average Monthly Alerts Generated Average NOC Tickets per Month Average Number of Open Tickets
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