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.
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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: PM-NA-IN-0723
Number of data records in report: 24
Number of KPIs in report: 19
Report Production Date: July 2023
Age Metrics Average Age of Known Problems (months) Average Age of Incidents Associated with Known Problems (months)
Volume Metrics Average Months of Incident Volume Associated with Known Problems Average Monthly Incident Volume Number of Known Problems Total Number of Incidents Associated with Known Problems Average Number of Incidents per Known Problem Highest Number of Incidents per Known Problem Lowest Number of Incidents per Known Problem Average Monthly Increase in Incidents Associated with Known Problems
Quality Metrics Percentage Increase (Decrease) in Known Problems per Month Percentage Increase (Decrease) in Incidents Associated with Known Problems per Month Average Net Increase (Decrease) in Known Problems per Month Average Monthly Net Increase (Decrease) in Incidents Associated with New and Known Problems
Velocity Metrics Average Problem Velocity (New Incidents per Problem per Month) Average New Problems per Month Average Monthly Incidents Associated With New Problems Average Problems Closed per Month Average Monthly Incidents Associated with Closed Problems
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