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Service Desk Dashboard - tracking support call KPIs for a helpdesk operation
This peek at a support desk KPI enterprise dashboard comes from a company running the HEAT service management suite to optimize its IT service functions. The IT group takes the performance data as input for this call data dashboard. KPIs include number of open calls, escalated calls, calls received today, percentage of annual daily average, closed calls, calls more than 3 weeks old and a statistic that I really like - calls not updated in the last 7 days. I feel that this statistic is important in terms of customer satisfaction. The client obviously wants fast action. As the open call ages, the satisfaction index would obviously decrease. The 7 day mark seems like a good spot for some “We’re working on it” contact.
Homework: Study up on this subject with these books on help desk management.
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One Response to “Service Desk Dashboard - tracking support call KPIs for a helpdesk operation”
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Dashboard Spy Readers: See these related Business Intelligence Dashboard posts:
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Thank you for this. I wish that there were more sites like yours. Nothinig like a fast reference to help kick start some ideas!
Well done.
ANW