| METRIC |
DESCRIPTION |
TARGET |
| First Contact |
The length of time it takes for an agent
to respond to the end user from a first contact. |
One Hour |
| Callback Time |
The length of time it takes for an agent
to get back to the end user for a status of follow-up-work. |
Next Business Day |
| Resolution Time |
Involves the time based on a
predetermined priority. Priorities are
based on factors such as whether a problem affects one user or multiple users,
the location of users and the system affected. |
example:
"Web Server Down" would be
an "urgent" priority |
| Response Time |
The time between identifying a problem
and the time it takes for technical support to take action. |
5 Minutes |
| Restore Time |
The time required before a problem is
identified as temporarily resolved; the restoration may be a temporary
solution. |
One hour |
| Total Resolution Time |
The time required to identify, diagnose,
restore, and have permanent resolution to the problem. |
Eight hours |
| Moves, Adds, Changes |
The average number of business days from
work order to completion. |
Three days |
| First Contact Resolution |
The percent of requests resolved at
first contact. |
Eighty percent |
| Customer Satisfaction |
Surveys identifying feedback from
customers on satisfaction with help desk support. |
Eight or better on a ten point
scale |
| Contribution to Knowledge
Management |
Ensure that the service desk agents are
partnering with one another and the end users to create and manage knowledge
content of the client's history. |
Document several cases per
month |
